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.
• In addition, you need to have a role that grants you access to organisation-level resources, such as Organisation Viewer at a minimum.

For example, to be able to view support tickets, you need both the Support Viewer role applied at an organisation level, in addition to the Organisation Viewer role.

Issues logging in?

In situations where you need to create a support ticket but are unable to log in to the Signicat Dashboard, then you must ask your organisation admin to create a support ticket instead.

What does this mean?

For example, this could happen if you are having an issue with two-factor authentication which prevents you from being able to log in to the Signicat Dashboard.

In this case, your organisation admin needs to create a support ticket for us to reset two-factor authentication for you.

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).