How To Create a New Ticket in the Support Portal

Problem

Users need to submit a new incident to the Securonix Technical Support team and follow up on existing cases.

Objective

This article explains how to create a new incident in the Technical Support portal and manage updates through email or directly in the portal.

Step-by-Step Solution

Create a New Incident

1. Go to the Securonix Connect Community. 
2. Click on Support in the top navigation headers.
3. Click on New Request on the top left of the Support view. 
4. Complete the New Request Form with all required details about your case.
5. After filling out all fields, click Submit at the bottom of the form.

6. The system will automatically create your new case and send you a confirmation email.

Update or Follow Up on a Case

You can update your case in two ways: via email or through the Technical Support portal.

Option 1: Email Response

• When your ticket is created, you’ll receive an email notification.

• Simply reply to this email to update your ticket—your response will appear in the case automatically.

Option 2: Technical Support Portal

1. Go to the Securonix Connect Community. 
2. Click on Support in the top navigation headers.
3. Click on My Requests on the top left of the Support view. 
4. Click the incident you want to update.
5. Click the Reply button at the bottom left.

6. Click Send Reply to post your message.

Verification Checklist

• You received a confirmation email after submission.

• Your new ticket appears in the Support tab in Community under My Requests.

• Case comments appear under your incident history.

Call to Action

Need help or have feedback? Comment below or reach out through the Support tab of Community.