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On the right-hand side of the Management Console, you can find the Support tab that displays a form that you can fill in for any observed issues, and include the following two options:

  • General type
  • Miscategorization
  • Enable Support Access
General Type

To issue a general type support ticket:

  1. Click SUPPORT.
  2. Select General.
  3. Type in the title of the issue in the Subject field.
  4. Type in the description of the issue in the Description field.
  5. Click SUBMIT


Miscategorization

To issue a Miscategorization type support ticket:

  1. Click SUPPORT.
  2. Select Miscategorization.
  3. Insert the problematic URL into the URL field.
  4. Click CHECK CURRENT CATEGORY link to check the current classification / category of the URL.
  5. In the Add Suggested Categories field, select Click to Select Categories if you want to choose a different type of category that you think is more suitable for that URL.
  6. Click SUBMIT.


Remote Assistance Support 

Remote Assistance Support enables a Cyren support engineer to connect to your account with consent.

This helps the support engineer to perform investigative or troubleshooting work on your account.

It is possible to limit the amount of time that the support engineer can connect remotely to the account. 

When selecting Unlimited, the support engineer has unlimited access, with no expiration time or date.

All actions perfomrd by the support engineer are visibile in the Audit Log.

To Enable Remote Assistance Support

  1. Click SUPPORT.
  2. Select Remote Assistance Support.
  3. Start typing in the name of the support engineer, which is auto completed

  4. Click the link to read the Consent Details page, which grants the Cyren support engineer privileges to connect to your account. Click Close.

  5. Select the I agree to the terms of usage checkbox to allow remote assistance.  

  6. Select the amount of time that the support engineer will be granted access to your account.

    When selecting Unlimited, the support engineer has unlimited access, with no expiration time or date.
  7. Click SUBMIT.



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