Your Support Portal account for OneView

OneView Global and Site Administrators can log into the Support Portal directly from the OneView console. This lets them create, manage, and track support tickets in one place, improving efficiency and ensuring timely issue resolution. It also helps stay updated on ticket status for better oversight and coordination.

Log in to the Support Portal

1. Log in to the OneView 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:
   • CC: Enter additional recipients to include in the ticket. We do not recommend using a Distribution List.
     Note: When replying by email, everyone should use Reply All so their comments are captured on the ticket.
   • 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.
   • 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 you're CC'd on, click the Shared with Me tab.
   • Only Global Admins can view tickets opened by others at their company. To view them, 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

Global Admins can receive email alerts when a ticket is opened by another user at their 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.