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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 either an organisation-level scope or an account-level scope.

This means that when you assign a support role such as Support Viewer, Support Sensitive Viewer, or Support Editor, you must apply it at the appropriate scope:

Note

The tickets you see in the Signicat Dashboard depend on the scope that you have selected.

To make a change, click your organisation name in the top navigation bar to expand the dropdown menu, then select the organisation or account that you want to view support tickets for.

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 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).

How to share your support tickets​

If you want to share the contents of a support ticket with a colleague, then there are two methods to do this.

Our recommendation

We recommended that you use the watchers functionality in the Signicat Dashboard.

Using the watchers functionality​

Once created, a ticket can have one or multiple watchers added.

Note

Adding a watcher is for informative purposes only. It does not imply sending an invitation to the organisation or account, or granting a role for the support ticket service.

To add a user as a watcher:

  1. Go to Signicat Dashboard > Contact Us.
  2. From the tickets overview page, select the ticket that you want to add a watcher to. This takes you to the ticket details page.
  3. Click the Watchers button, then click the + Add Watchers button.
  4. Enter the email address of the person that you want to add as a watcher.
  5. To confirm, click the Add as a watcher button.

Once a user is added as a watcher, they will then receive ticket status updates as they occur by email.

The email update contains the updated ticket status, ticket subject, and a link to the ticket in the Signicat Dashboard.

Important

You can only view the ticket contents in the Signicat Dashboard if you have access to the organisation or account, and have the necessary role.

As an alternative to using the watchers functionality within the Signicat Dashboard, you can also send the ticket as a link by copying it manually and sending it over your preferred messaging/email platform.

Tip

The link must contain the complete scopeId. To ensure this, you can copy and paste the entire link for the ticket from your web browser's address bar.

To see the ticket, the person receiving the link needs to have the necessary access rights in the Signicat Dashboard, at the given scope.

Example: Link to support ticket
https://dashboard.signicat.com/contact-us/tickets/{ticket-id}?scopeId=a-page-xxxxxxxxxxx
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