Help Desk

For more information about the Help Desk, visit our ThreatLocker University course, Help Desk.

Creating a New Ticket in the ThreatLocker Portal.

Click on the 'Help' button located towards the top-right of the page and select 'Help Desk' from the drop-down menu.

Alternatively, you can click 'Chat with a Cyber Hero' to begin chatting with a member of our support team and a ticket will be automatically opened for you. 

Click the '+ New Ticket' button located at the top left of the screen to start a new ticket.

A new window will popup at the bottom right of the screen in which you will begin creating your ticket. All fields in this window must be filled out before a ticket can be created.

You will be prompted to select an 'Action'; deciding between 'Chat With A Cyber Hero' or 'Submit Offline Ticket'.  

Submitting a ticket offline will be creating a ticket without speaking directly with a Cyber Hero. This is similar to sending an email. Offline is a good option for concerns or suggestions that do not need immediate attention. 

  For issues that require immediate assistance, please choose the Action 'Chat With A Cyber Hero'.   

 By default, the Organization will be the Organization that you are currently managing. If this issue affects a different Organization, please input the correct Organization. 

By default, the Primary Contact will be the account you are logged in under. If a different Administrator needs to be the Primary Contact, please select the corresponding email address from the 'Primary Contact' dropdown. 

Next, enter a brief summary of the issue you are opening a support ticket for.

Now, you can click 'Chat Now' if you are starting a chat with a Cyber Hero.

If you are submitting an offline ticket, you are required to enter something into the 'Description of Issue' field before clicking 'Submit Ticket'. 

If you are beginning a chat, a LiveChat popup will open at the bottom right of your screen. Here, you will begin chatting with a Cyber Hero. 

Once you close the LiveChat window, a new popup will appear letting you know your ticket has been submitted successfully. The entire chat transcript will be automatically imported into the ticket.

If you are opening an Offline ticket, no chat window will popup. A new popup will appear letting you know your ticket has been submitted successfully.  

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 status of the ticket.

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

• Created By: The name of person who created the ticket. 
• Created Date: The date the ticket was created. 
• Last Updated By: The name of the person 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 this issue is affecting.  You can change the Organization here if needed.  
• Primary Contact: The person who will receive all of the communication regarding the ticket. This can be changed if you need to edit what you had originally selected. 
• CC Contacts: This is where you can add other Administrators that 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 inputted when first opening the ticket. You can edit this if desired. 
• Description of Issue:  The more detailed description of your issue you inputted when first opening the ticket. You can edit this if desired.  

The right-side of the ticket window is where you are able to write comments and read any correspondence that has taken place. 

If you make a change in the ticket, you will see a popup message confirming the details have successfully been updated. 

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

• Mark Resolved will mark the ticket status as resolved and close the ticket.
• Chat Now will open a chat with a Cyber Hero. The chat transcript will appear in the comment section of your existing ticket, as seen in the image below.
• Close Dialog will close the ticket window. 

The Help Desk Main Page

Filters/Search Options 

There are many filter and search options available on the Help Desk page. 

• Ticket # - If you have a specific ticket number, you can search for it here.
• Primary Contact - filter to only see tickets requested by a specific Primary Contact 
• Organization - filter to only see tickets pertaining to a specific Organization
• Summary - filter for keywords in the summary
• Status Category - filter to only see tickets with a specific status
• Created - select a date to see all tickets created ending on the date you select
• Last Updated- select a date to see all tickets last updated on the date you select 

Above the ticket grid, the 'Include closed tickets' checkbox will show closed tickets as well as pending tickets in the ticket grid. The refresh icon will refresh the page so you can see if changes were made to any tickets. 

There is a + New Ticket button on the top of the ticket grid, used to open a new ticket.  

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

• The Ticket # column which displays the ticket number.
• The Primary Contact column shows the Primary Contact's name and email address.
• The Organization column shows what Organization the ticket pertains to.
• The Summary column shows the summary of the ticket.
• The Status Category column displays the current status of the ticket. 
• The Created column shows when the ticket was created. 
• The Last Updated column shows when the ticket was last updated. 

Resolving Tickets

If you have a ticket that has been marked as 'Resolved' by the ThreatLocker Staff you will be prompted upon login to confirm the status by selecting 'Confirm Resolved' and 'Mark as Not Resolved'. 

You can click on the ticket number or the summary of the issue to open the ticket where you can investigate and verify if you are satisfied that the issue has been resolved.  

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

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

If the ticket was not resolved, click the 'Mark as Not Resolved' ticket where you can provide additional information for ThreatLocker Staff.

This popup can be closed using the X in the top right-hand corner. However, each time you log in, this popup will reoccur until all tickets have been addressed.