Announcing the New Support Portal for Customers of CloudLock Collaboration Security and Apps Firewall This is a year of growth for Cloudlock, and as part of this growth we are proud to announce the introduction of…

Announcing the New Support Portal for Customers of CloudLock Collaboration Security and Apps Firewall

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This is a year of growth for Cloudlock, and as part of this growth we are proud to announce the introduction of our new support portal.

CloudLock-Support-Log-In

Support requests can still be submitted by emailing support@cloudlock.com, but the portal now allows you to track the latest status for these requests, as well as opening new requests through the portal.

An account with our support portal is needed to open and track your support requests, but this is a quick and easy process that can be accomplished in several different ways, including signing in using your Google credentials.

Need help with understanding how to create an account, submit a request, or track your open requests? Follow our step by step instructions below.

  • Sign in using your Google credentials
  • Creating an account via the portal
  • Creating an account by submitting a new request via email
  • Creating an account by submitting a new request via the portal
  • Reviewing your support requests

Sign in using your Google credentials

Navigating to the support portal URL will bring you to the login page. Selecting “Sign in using Google” will prompt you to sign in using your Google credentials. After doing do, you can either create a new request or check on the status of any open support requests you have open.

GoogleSignIn

Creating an account via the portal

To create an account using the portal, click on the link to sign up under “New to Cloudlock Support?”

createAccount1

Next, complete the web form that appears, which will create your user name:

createAccount2

After submitting the form, an email will sent to your email address asking to verify your account:

createAccount3

 

Welcome_email

Clicking this link in the email will open a new browser tab and direct you to our support portal. This process will complete the submission of your support request and allow you to select a password for your account with our support portal (your account name is the email address you used to submit the request):

Password_Registration

Once your account has been verified, you can open a support request by either emailing support@cloudlock.com or through our portal.

Creating an account by submitting a new request via email

If you have recently opened a support request by emailing support@cloudlock.com, you may have noticed that you received an email from our support desk asking you to sign in and select a password:

Welcome_email

Clicking this link in the email will open a new browser tab and direct you to our support portal. This process will complete the submission of your support request and allow you to select a password for your account with our support portal (Your account name is the email address you used to submit the request):

Password_Registration

After selecting a password and pressing the button to verify your email address, you can then view your support request by clicking on the “Check your existing requests” link. Doing so will present a list of open support requests for your account.

Creating an account by submitting a new request via the portal

Along with sending an email to support@cloudlock.com, a support request can be created using our support portal. If you do not yet have an account, you can:

  • Create an account directly
  • Sign in using your Google credentials
  • Create an account after submitting your first support request

To submit a request via the portal, open a browser tab and navigate to https://cloudlock.zendesk.com and click on the “Submit a Request” link at the top of the page. This request form will ask for your email address (this address will become your username for logging into the portal), the CloudLock product that you need assistance with, a subject, description of the issue, and the domain name of the affected domain. Any screenshots or additional information can also be supplied during request creation as an attachment.

Portal_Submit_Request_Page

After submitting the request without an account, a verification email will be sent to your email account.

Welcome_email

Clicking on the link in the email will open a new browser tab and direct you to our support portal. This process will complete the submission of your support request and allow you to select a password for your account with our support portal (your account name is the email address you used to submit the request).

Password_Registration

After choosing a password and pressing the button to verify your email address, you can then view your support request’s status.

Reviewing your support requests

To view the status of a support request, log into the portal and click on the “Check your existing requests” link. Doing so will present a list of open support requests for your account.
Reviewing_Support_Ticket1

Clicking on the title of the support request or the “View request history” hyperlinks will allow you to view additional details of a request, including the status of the request, the assigned support team member, and latest comments. Additional comments can also be added to the request and the assigned support team member notified.

Reviewing_Support_Ticket2-1024x394

 

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