Help Desk

For more information about the Help Desk, visit our ThreatLocker University course linked below:

Help Desk

Help Desk Menu

The Help Desk Menu is an area of the ThreatLocker Portal containing useful resources for ThreatLocker. The Help Desk Menu can be found on any page of the ThreatLocker Portal. To access it, select the 'Help' button in the top right corner of the page.

The Help Desk Menu will now be available. It contains several different sections:

Chat with a Cyber Hero: This option allows you to submit an offline Help Desk ticket or immediately begin a conversation with a Cyber Hero.
ThreatLocker University: This option will open ThreatLocker University within a new window.
Resource Library: This option will open a new tab to the ThreatLocker Resource Library.
Knowledge Base: This option will open the ThreatLocker Knowledge Base home page in a new tab.
What's New: This option will open the Knowledge Base article on the ThreatLocker Portal Release Notes.
API Documentation: This option will open ThreatLocker API documentation resources.
Help Desk: Selecting this will open the Help Desk for your organization. This page will show you all active tickets and allow you to create new ones.
Support PIN: This number changes upon each login. It is used during support sessions to verify that you have access to the portal and for the Cyber Hero Team to know your account's roles and permissions.
- Please note: Much of this process is automated on the backend, and when possible, this PIN will automatically be inserted for the Cyber Hero Team, which will negate the need for you to provide it to them.
Organization Instance: Displays which ThreatLocker instance your organization is in.
ThreatLocker Access Level (Solution Engineer): Allows you to change the level of control that Solution Engineers have in your organization.
- None: Solution Engineers cannot view or make changes in your organization.
- Read Only: Solution Engineers can view your organization, but cannot make changes.
- Full Control: Solution Engineers can view and make changes in your organization.
ThreatLocker Access Level (Cyber Hero Team): Allows you to change the level of control that the Cyber Hero Team has in your organization.
- None: The Cyber Hero Team cannot view or make changes in your organization.
- Read Only: The Cyber Hero Team can view your organization, but cannot make changes.
- Full Control: The Cyber Hero Team can view and make changes in your organization.

Creating a New Ticket in the ThreatLocker Portal

To create a new ticket in the ThreatLocker Portal, start by opening the Help Desk Menu. Once the dropdown menu appears, select ‘Help Desk’ from the list.

Within the ‘Help Desk’ page, select the ‘+ New Ticket’ button in the top left corner.

Alternatively, within the 'Help' dropdown menu, you can select 'Chat with a Cyber Hero'.

Selecting either of these options will open a pop-up window titled 'New Help Desk Ticket' at the bottom right corner of your page. This will allow you to begin a new ticket either by selecting 'Chat With A Cyber Hero' or 'Submit Offline Ticket'. All fields in this window must be filled out before a ticket can be created.

Selecting ‘Chat With A Cyber Hero’ will allow you to enter a chat with a member of our Cyber Hero Team. This is recommended for problems requiring immediate solutions, particularly if they affect your work.

When selecting to ‘Chat With A Cyber Hero’, there are four fields it provides you with:

Organization: This is the organization you wish to apply this ticket to. This will automatically be applied to your organization when creating the ticket. You can also select other options if you have admin access for several organizations.

Primary Contact: The primary contact will automatically be set to who you are logged in as. If you want to change the primary contact to another administrator in the organization, you can do this by choosing the dropdown and selecting them from the list or searching for them.

Summary of Issue: This field allows you to describe the issue. This will better aid the Cyber Hero in solving the problem you are experiencing.

Product Related to Issue: This dropdown menu includes different products and features in ThreatLocker. If your issue is related to one of the products in the dropdown, you can select it. Otherwise, you can choose ‘Other’, which is found at the bottom of the list.

After entering all information, select the ‘Chat Now’ button. This will begin a session with a Cyber Hero.

Selecting ‘Submit Offline Ticket’ allows you to create a ticket that will be addressed by a Cyber Hero at a later time. Tickets submitted offline should be reserved for issues that do not immediately disturb your workflow.

When selecting to submit an offline ticket, you will see the same fields as shown in the ‘Chat With A Cyber Hero’ option. The only differing field is the ‘Description of Issue’ field, which allows you to input descriptive, relevant information related to your ticket.

After all information is input, you can select the ‘Submit Ticket' button at the bottom of this page.

This will create the ticket and send an email to the primary contact that was listed. undefined, Picture

Using the Support PIN

ThreatLocker now provides users with a Support PIN. This number is used to verify that you have access to the portal. Our Cyber Hero Team also uses it to understand each user's roles and permissions. When you start a support chat with a Cyber Hero, they might ask for your Support PIN. To locate this, navigate to the 'Help' button located in the top right corner of your ThreatLocker Portal.

Once this has been selected, a dropdown menu will appear. The Support PIN can be located as shown below:

Selecting the number will automatically copy it, allowing you to paste the information into your support chat easily.

The Support PIN will change every time you log into the ThreatLocker Portal.

The Ticket Window

At the very top of the ticket window, you will see the auto-populated ticket number, the ticket summary you input when opening the ticket, and the ticket's status.

The very left section of the ticket window gives an overview of the ticket history.

Created By: The name of the user who created the ticket.

Created Date: The date the ticket was created.

Last Updated By: The name of the user who last updated the ticket.

Last Updated: The date the ticket was last updated.

The center of the ticket window shows more information about the ticket.

Organization: The organization to which this issue is affecting. You can change the organization here if needed.

Primary Contact: The person who will receive all communication regarding the ticket. You can change this if you need to edit what you originally selected.

CC Contacts: This is where you can add other Administrators who will also receive communication regarding this ticket. You can select any email from the dropdown menu or type in other email addresses as desired.

Summary of Issue: The summary you input when first opening the ticket. You can edit this if desired.

Description of Issue: The more detailed description of your issue you input when first opening the ticket. You can edit this if desired.

The right side of the ticket window is where you can write comments and read any responses.

If you change the ticket, you will see a pop-up message confirming the details have successfully been updated.

Ticket Updated

Ticket Updated Successfully

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Lastly, the bottom left corner of the ticket window has three action buttons.

Chat Now: Opens a chat with a Cyber Hero. The chat transcript will appear in the comment section of your existing ticket, as seen in the images below.

Mark Resolved: Marks the ticket status as resolved and closes the ticket.

Close Dialog: Closes the ticket window.

The Help Desk Main Page

The Help Desk's main page has several filtering options and features that allow you to navigate tickets created by your organization or child organizations.

Ticket #: Allows you to search by an existing ticket number.

Primary Contact: This filter allows you to see only tickets requested by the specified Primary Contact.

Organization: This filter allows you to see only tickets related to the specified organization.

Summary: Allows you to filter by keywords in the ticket's summary.

Status Category: Allows you to filter by tickets within the specified status.

Created: This option allows you to input a date range for created tickets and view all tickets within that range.

Last Updated: This option allows you to input a date to see all tickets that were last updated on the selected date.

Above the ticket grid on the left side, the 'Include closed tickets' checkbox will show closed AND pending tickets in the ticket grid. The refresh icon on the right will refresh the page so you can see if any tickets have been changed.

A '+ New Ticket' button is on top of the ticket grid and is used to open a new ticket.

The data grid is divided into columns. These columns match the search/filter parameters.

Resolving Tickets

If you have a ticket marked as 'Resolved' by a Cyber Hero, you will be prompted upon login to confirm the status by selecting 'Confirm Resolved' or 'Mark as Not Resolved'.

You can select the ticket to investigate and verify whether you are satisfied that the issue has been resolved.

If the ticket has been resolved, select the 'Confirm Resolved' button. You will then be prompted to rate your experience and given an opportunity to provide additional feedback.

Select 'Submit Review' to complete the resolution of that ticket.

If the ticket was not resolved, select the 'Mark as Not Resolved' button, where you can provide additional information for the Cyber Hero Team.

Note: After selecting 'Mark as Not Resolved', you will not be able to close the ticket window until either a comment is added describing your issue, a chat is started, or you mark the ticket as resolved.