Welcome to the Red Canary Support Center! This is your one-stop shop for supported solutions and troubleshooting, and submitting and tracking your support requests.

If you're looking for Red Canary Product Documentation, go to Documentation.

The Red Canary Support Center provides users with access to:

Ticket submission
- You can submit new tickets to us from the Support Center, leveraging documented knowledge and solutions to enable faster resolution.
Direct access to your existing support tickets with us
- You have a structured list of your tickets with us, organized by status, providing a more comprehensive means of communicating with Red Canary Support. You can comment, review, and even close tickets.
Documented solutions
- Our Support team has been documenting hundreds of issues, questions, and clarifications in the form of support articles to help you get to resolutions quicker.
Embedded view of the Status Page
- When there is an issue to be aware of with Red Canary, you can find it in a single place in the Support Center.
Centralized information
- You can find your ticket information and all the help articles you subscribe to in a single place.

Sign in

In order to access all the features and functionality of the Red Canary Support Center, click the Sign in button at top-right. If already logged in to Red Canary, you will be authenticated to the Support Center automatically via SSO with your Red Canary account.

NOTE: Sign in is required to access support requests.

If you aren’t already logged in to Red Canary, you’ll be prompted to enter your subdomain which is what shows in the address bar when using Red Canary. For example, if my subdomain is “company”, it would show as https://company.my.redcanary.co. Learn more about how tenancy works in Red Canary here.

If you are a Red Canary IR partner, you may have access to more than one instance, which will be displayed. Choose any instance name to authenticate with your account.

Once signed in, your name (or email address if name is not added in your Red Canary profile) will show at top-right.

Edit Profile

Your Red Canary Support Center profile contains the contact information mapped from your Red Canary account. To view your Red Canary Support Center profile

Click your profile icon at the top-right.
Click Edit profile.
If this information needs updating or is incorrect, please do so from Red Canary, as this information is updated daily directly from your Red Canary profile. Learn more at setting up your Red Canary profile here.
Click OK to close the profile window.

Support Requests

Create a support request

To create a new Support request (ticket):

Make sure you are signed in to the Red Canary Support Center.
Click Contact us at top-right, or go to https://support.redcanary.com/hc/en-us/requests/new.
(Optional) Add CCs email addresses if you’d like other users from your organization involved in working the support request.
Select the type of request from the How can we help you? dropdown.

For Security Assistance, select the type of assistance.
For Technical Support or Feature Request, select the relevant Product for your issue or question.

As you enter a Subject, a list of suggested articles in the knowledge base appears. You can click one of the articles instead of submitting the request, which may get you an answer more quickly.
Enter a Description of your issue or question.
(Optional) Let us know the Priority of the issue or question.
Click Submit.

NOTE: if you need to add an attachment, please do so securely via the Share a File tool in Red Canary. This is best done after submitting the ticket, so our Product Support team knows what the file pertains to. Please note in the comments when sharing the file that it is for the recently submitted ticket.

Tracking your support requests

You can use the Red Canary Support Center to track your support requests. If you belong to multiple organizations, you can also change the organization for a support request when you view it in the Red Canary Support Center.

To track your support requests:

Click your profile icon on the upper-right side of any page, and then click My activities. By default, the page displays all requests that you have submitted.
To filter your requests by status, select a request status from the Status menu.

Open is a ticket that's been assigned to a Technical Support Engineer (TSE) who is working to resolve it.
Awaiting your reply is a ticket that's been assigned to a TSE, but the TSE is waiting for more information from you before resolving the ticket.
Solved is displayed when work on the ticket is complete or a solution has been provided.

To search your requests, enter a search term in the Search Requests box.
To see details about a request, click the request title.
If you belong to multiple organizations, you can change the organization for a support request when you view details for that request in the details panel to the right.

Updating a support request in My Activities with a comment, CC, or organization

You can update any existing support request -- that is not closed -- with a comment.

You can also add CCs to an existing support request. And if you belong to multiple organizations, you can also change the organization for a support request when you view it in the Red Canary Support Center.

To update an existing support request:

Click your profile icon on the upper-right side of any Red Canary Support Center page, and then click My activities.
By default, the My Activities page displays all requests that you have submitted.
Click the link for the request you want to update.
Add a comment to update the request.
(Optional) You can add an email address to copy a user on the ticket.
When you add a CC to an existing ticket, you must also add a comment.
(Optional) If you belong to multiple organizations, you can change the organization for the support request.
Click Submit.

Marking a request as solved

You can withdraw a request by marking it as solved. To ensure you have the answers or help you need, the request must be assigned to a TSE before you can mark it as solved.

To mark a request as solved:

Click your profile icon in the upper-right side of any page, and then click My activities.
Click the title of an open request to open it.
Select the option on the lower side of the request to Mark as Solved.
The request must be assigned to a TSE. Otherwise, you do not have the option to mark it as solved.
Enter any comment you want in the reply and click Add Reply.

Creating a follow-up to a solved request

You can reopen a solved request by creating a follow-up ticket.

To create a follow-up to a solved request:

Click your profile icon in the upper-right side of any page, and then click My activities.
Click All my requests in the sidebar.
Click the title of a solved request to open it.
Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.
Click the link on the lower side of the request to create a follow-up request.
Complete the follow-up request and click Submit.

Viewing and managing your subscriptions

You can view and modify all the articles you are subscribed to in the Red Canary Support Center in one place. You must be signed in to manage your subscriptions.

To manage your subscriptions:

Click your profile icon on the upper-right side of any page, and then click My activities.

NOTE: Sign in is required to see the My Activities area under your profile.
Click Following.
Make any changes to your subscriptions.

Unsubscribing removes the subscription from the page.

Status notification

During an incident or outage, a notice will display across the top of the Support Center, indicating an issue. Click the link to view the Red Canary Status page for details and to subscribe to updates.

Red Canary Support Center Guide

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