Document updated 6 July 2017
Blancco Technical Support Portal is located at https://support.blancco.com/ and it is the most efficient way for finding a solution to a technical issue with Blancco products, retrieving product information and contacting the Blancco Technical Support team.
In addition to Incident Management, which is used for creating Support tickets and registering into the Support system, the Support Portal also contains other handy functions:
Picture 1. Blancco Support Portal main items
Picture 2. News section
Picture 3. Knowledge Base main categories
Registering a User Account to Blancco Technical Support Portal
User account and language settings
During the first login, it is recommended to change certain user profile specific settings to guarantee the best user experience and security.
To change profile password:
Picture 4. Accessing Profile settings
To change profile settings:
Picture 5. Profile settings
Creating a Technical Support Ticket
The Technical Support Ticket and Communicating with the Technical Support
The best way to handle the ticket related communication, is to do it from “Requests” view which lists all the Technical Support tickets associated with your user account. All the ticket history, including the status changes, can be accessed by clicking the ticket’s “Reference” ID.
The “Activity” section lists all the events and comments related to the ticket. To add comments to the ticket, click the “Comment on this request…” section, click the “Add” button and type in your comment and it will be visible for the Technical Support Team member handling the ticket.
In addition, you will also receive email notifications when an event occurs with your open tickets (comments from Support, status changes, etc.). You can also directly reply to the email notification, which will keep the ticket communication going. It is highly recommended that you only use a single email address to contact Technical Support. Using multiple email accounts may result into duplicate Support tickets.
Additional Technical Support Ticket Related Features
The Support tickets that you have created can be shared with other people, by clicking the “Share” icon and typing their email address to the field. It is recommended that you only invite users that have already registered at https://support.blancco.com/.