Your Support Portal account for Nebula

Nebula Super Admins and Administrators have the ability to log in to the Support Portal through the Nebula console. Once logged in, they can open new support tickets, manage existing ones, and stay updated by following relevant content. This streamlined access allows them to efficiently handle support requests and keep track of important information from the Support Portal.

Log in to the Support Portal

1. Log in to the Nebula platform.
2. Click Support in the left menu.
   • If you receive an error, use the chat bot at the bottom-right to contact Support.
3. You'll be redirected to support.threatdown.com via Single Sign-On.
4. Confirm you're logged in to the Support Portal by checking for your profile icon in the top-right.
   

Submit a ticket

1. Click your profile icon.
2. Select Submit a ticket.
3. Fill out the ticket form:
   • Subject: A short, clear summary of the issue or request.
   • Description: A detailed explanation of the problem or request, including steps to reproduce, expected vs. actual behavior, and any relevant context.
   • Priority: The urgency and time-sensitivity of the request based on business impact, helping agents prioritize their response.
   • Affected endpoints: Select up to 10 endpoints to automatically collect logs from when the ticket is created. Once generated, the logs are attached to the ticket automatically.
   • Attachments: Attach any supporting files (screenshots, logs, or documents) that help illustrate the issue, up to 50MB per file. If your files exceed this limit or contain potentially malicious content, an agent will send a secure upload link after the ticket is created.
4. Click Submit. 

View your support tickets

1. Click your profile icon.
2. Select Manage tickets.
   • To view your tickets, click the My Tickets tab.
   • To view tickets shared with you, click the Shared with Me tab.
   • To view tickets opened by others at your company, click the All Company Tickets tab.
3. Click the subject to view the ticket.

Update your ticket

1. Open the ticket you'd like to update.
2. At the top is a comment box, enter your response.
3. Click Add file to add an attachment.
4. Click Submit. If your issue is resolved, click Submit as Solved instead.

Share a ticket with someone

1. Open the ticket you want to share.
2. In the comment box, ask the agent to share the ticket with this person's email address.
3. Click Submit.

Follow your company's tickets

Get email alerts when a ticket is opened by another user at your company:

1. Click your profile icon.
2. Select Manage tickets.
3. Click the All Company Tickets tab.
4. Click Follow.

Follow content

Get email alerts when new articles are added to a section:

1. If you see a Follow button in the top-right, click it. 
   
2. Choose New articles.

Unfollow content

To stop receiving email alerts:

1. Click your profile icon.
2. Select Manage activities.
3. Next to a section, click Following.
4. Click Unfollow.