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Support

The Signicat Support ticket service lets you to create and manage support tickets so that you can contact our experts us with any queries.

For example, you may require:

  • Customer support
  • Invoice support
  • Onboarding support
  • Signicat Spain support
    Note

    The Signicat Spain support option only applies if you were directly notified to use it.

Accessing the service​

To access the support ticket service, you need to have signed up to the Signicat Dashboard, as this is where you manage and create tickets:

Create ticket
Create a new support ticket in the Signicat Dashboard
Manage tickets
View and manage your support tickets in the Signicat Dashboard

What roles do you need?​

To help determine what roles you need for accessing the support ticket service, you can reference the table below:

Applying the role​

Support tickets are defined at an organisation level. This means that:

  • Any support role such as Support Viewer, Support Sensitive Viewer or Support Editor needs to be applied at an organisation level, even for users who do not have access to all accounts in the organisation.

Issues logging in?​

If you need help with an issue that is preventing you from logging into the Signicat Dashboard, then you can submit a request to our support team with the Access & User Administration form by clicking on the button below.

Our support team will then then assist you with resetting your authentication.

Who can use this form?

You can only use this form for specific administrative requests, such as if you need to reset two-factor authentication (2FA) or if you need to reactivate your user for the Signicat Dashboard.

Access & User Administration form
Create a new request with the Access & User Administration form

How to create a support ticket​

  1. Go to Signicat Dashboard > Contact Us, then click the + Create ticket button.
  2. As you have already selected the organisation and account that you are creating a ticket for, the following details will be prefilled automatically:
    • Organisation ID
    • Organisation name
    • Account name
    • Account ID
  3. Using the Category dropdown menu, select the type of support ticket that you want to submit.
  4. Using the Product dropdown menu, select the product which the support ticket relates to.
  5. In the Subject field, add a descriptive title for your support ticket.
  6. In the Message field, describe what you would like assistance with.
    Sharing sensitive data

    Do not share any personal identifiable information (PII) in this field. Sensitive information must only be shared as attachments.

  7. To upload attachments, click the Attach button under the Upload files section.
    • To share sensitive information as an attachment, you must also tick the checkbox This ticket contains sensitive data.
    • Any subsequent attachments submitted for your tickets are considered sensitive by default, to prevent you from accidentally submitting any sensitive information.
    Maximum file size

    The sum of all file sizes must not exceed 10 MB.

  8. To submit your ticket, click the Submit button.

How to manage your support tickets​

  1. Go to Signicat Dashboard > Contact Us. Here, you can see a list of all support tickets that you have submitted for the given organisation.
  2. Use the relevant dropdown menus, buttons and fields to filter and order your support ticket using the following parameters:
    • Filter by:
      • The category of support tickets.
      • The product that the support tickets relate to.
      • The status of the support tickets.
      • The time frame that the tickets were submitted within.
    • Order by:
      • The timestamps when the issues were submitted (ascending or descending).
      • The timestamps when the issues were last updated (ascending or descending).
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