How to Submit a Ticket to Support

  • 13 December 2021
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Introduction

Automox has a variety of resources at your fingertips, such as our Help Center complete with Knowledge Base, User Guide, API documentation, and more! Our community is active with both Automox customers and employees, feel free to post less urgent topics there as well.

 

For trickier issues, the Automox support team is available 6am to 6pm Mountain time Monday-Friday. Customers with Premium Support can get in touch with Automox support 24 hours a day, 365 days a year.

 

Submit a Ticket in the Automox Console

There are two primary ways to request assistance from our Support team. You can email us at support@automox.com or request help through the chat, directly in the Automox console.

 

To request support directly through the console, open the support chat to kick off the process.

 

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This will connect you with Otto, our support bot. You can also use Otto to contact Billing or Sales. To open a ticket, select the Support option.

 

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Let Otto know you’d like to submit a ticket, and confirm your choice.

 

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Otto will ask a series of questions to create the ticket including your name, email address, ticket subject, and description. Ensure you enter an email that is actively monitored, this is how Automox support will contact you regarding your request.

 

The ticket description is also important, be sure to include a description of the issue, as well as relevant group, policy, and device identifiers as needed. This information will enable our support to quickly locate your organization, devices, policies, etc. 

 

When you create a ticket from the console, we’ll automatically link your Organization ID. If the issue is specific to a policy, group, or device, be sure to include the ID so that our support team can quickly find it, and help you troubleshoot faster.

 

To identify a policy ID, open the policy in the editor (Manage -> Policies -> Open the relevant Policy). The policy ID will be contained in the URL, in this case the policy ID, or PID, is 80784. This will allow you to identify the policy ID for patch, required software, and Worklet policies.

 

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To identify a group ID, open the group in the editor (Manage -> Groups -> Open the relevant Group). The Group ID (GID) will be contained in the URL similar to the policy ID.

 

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Device IDs can be found via the Devices Menu, by adding a column for Device ID to the display.

 

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After you complete your request with the relevant information, Otto will provide you with a case number. Record your case number so you can reference later if needed.

 

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Submit a Ticket via Email

To submit a ticket outside of the Automox console, send an email to support@automox.com

In the subject, include a brief issue description (e.g. Patch All Policy Doesn’t Run as Scheduled). In the body of your email, please include a more in depth description of the issue, as well as your organization ID. 

Organization ID enables our support team to quickly find you in our database, so that they can help you faster. Your organization ID can be found in the console URL as detailed in the screenshot below (in this example, the organization ID is 21165)..

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If the issue is specific to a policy, locate (see below) and include the policy ID in the email body as well.

 

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Issues specific to a device group should include the group ID as well. The group ID can be found in the URL when the group is open in the editor.

 

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If there’s an issue with a device, include the device ID in the email body. The device ID can be found in two ways, either via the Devices page, by adding a new column for device ID as detailed below.

 

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Device ID can also be located for a single device in the URL when you open the Device Details. In the image below, the device ID is 753846.

 

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Once you’ve included the relevant information and a more in-depth description of the issue, send us an email!

 

Conclusion

Our team of experts are eager to help you harness the full power of the Automox platform to bring your IT operations into the modern age. With the steps above, our team can assist you faster, with less back and forth required.


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