Welcome to the Zscaler MDR 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 Zscaler MDR Product Documentation, go to Documentation.

The Zscaler MDR 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 Zscaler MDR 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 Zscaler MDR, 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.

In this article

Sign in

Edit Profile

Support Requests

Create a support request

Share a file with Support

Suggested articles

Tracking your support requests

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

Marking a request as solved

Creating a follow-up to a solved request

Viewing and managing your subscriptions

Status notification

Sign in

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

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

If you are a Zscaler MDR 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 Zscaler MDR profile) will show at top-right. 

Edit Profile

Your Zscaler MDR Support Center profile contains the contact information mapped from your Zscaler MDR account. To view your Zscaler MDR Support Center profile

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

Support Requests

Create a support request

To create a new Support request (ticket):

1. Make sure you are signed in to the Zscaler MDR Support Center. 
2. Click Contact us at top-right, or go to https://support.redcanary.com/hc/en-us/requests/new.
3. (Optional) Add CCs email addresses if you’d like other users from your organization involved in working the support request.
4. Select the type of request from the How can we help you? dropdown.
   1. For Security Assistance, select the type of assistance.
   2. For Technical Support or Feature Request, select the relevant Product for your issue or question.
5. 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.
6. Enter a Description of your issue or question.
7. (Optional) Let us know the Priority of the issue or question.
8. Click Submit.

Share a file with support

Due to corporate security policies, Zscaler MDR Support is unable to access file-sharing platforms like Dropbox, ShareFile, and Google Drive.  Files must be shared via the Zscaler MDR Portal Share a File function using the steps below.

1. Click your user icon at the top right in your Zscaler MDR, and then click Share a File

2. Click Choose File

3. Select the file you want to share, and then click Open

4. Enter a description of the file, why you are sharing it, and your support request ticket number

5. Click Submit and wait for the confirmation window to appear

6. Zscaler MDR Support will automatically receive an email with a link to the file you shared

Note: Share a File operates with a 1 GB file size limit.  Consider splitting larger ZIP archives into two or more files using an application like 7-Zip.  See Share Files Securely with Zscaler MDR for more details.

Suggested articles

Zscaler MDR is always working on better ways to get help to our customers faster. One way we’ve done this is by creating hundreds of new Support articles, documenting known solutions for all types of issues and questions. 

If none of the suggested articles shown below the Subject line were reviewed prior to submitting a ticket, a modal showing the most-relevant article will appear. Please review the article and let us know if that resolved your issue, or if you still need help. 

1. If the article resolves your issue, please click “Yes, close my request.”
2. If the article did not address your issue, please click “No, I need help.”

Tracking your support requests

You can use the Zscaler MDR 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 Zscaler MDR Support Center.

To track your support requests:

1. 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.
2. 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.
3. To search your requests, enter a search term in the Search Requests box.
4. 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 Zscaler MDR Support Center.

To update an existing support request:

1. Click your profile icon on the upper-right side of any Zscaler MDR Support Center page, and then click My activities.
   By default, the My Activities page displays all requests that you have submitted.
2. Click the link for the request you want to update.
3. Add a comment to update the request.
4. (Optional) You can add an email address to copy a user on the ticket.
5. When you add a CC to an existing ticket, you must also add a comment.
6. (Optional) If you belong to multiple organizations, you can change the organization for the support request.
7. 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:

1. Click your profile icon in the upper-right side of any page, and then click My activities.
2. Click the title of an open request to open it.
3. 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.
4. 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:

1. Click your profile icon in the upper-right side of any page, and then click My activities.
2. Click All my requests in the sidebar.
3. 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.
4. Click the link on the lower side of the request to create a follow-up request.
5. 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 Zscaler MDR Support Center in one place. You must be signed in to manage your subscriptions.

To manage your subscriptions:

1. 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.

2. Click Following.
3. 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 Zscaler MDR Status page for details and to subscribe to updates.