In-Platform Help Centre
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Introduction
The platform provides a facility for users to raise support enquiries, bugs and feature requests/improvements
When a request has been submitted, our team of support staff are on hand to assist with queries, capture feature requests and investigate/escalate any bugs or misbehaviours you have identified with the platform
Accessing the In-Platform Help Centre
Whilst logged into the platform, in the lower-left corner is a '?' icon:
Click this icon and then select “Help Centre” in the popup:
A new side-bar will appear where the details of the support enquiry, bug request or feature request can be entered and submitted:
Choose the Ticket Subject, enter a short and descriptive Ticket Summary followed by a more detailed description of the request in Ticket Description
Optionally, attachments such as screen grabs or other files can also be uploaded.
NOTE: Multiple separate files must be uploaded as a single compressed ZIP file
When all details have been provided, click Submit Ticket and the request will be sent to Rootshell’s Support Team.
An automated email will be sent from our Support Team acknowledging receipt of the request. The request will be assigned a unique ID in the format “SUP-XXXX”. This is the request reference throughout the duration of the request until conclusion.
Request Management
via Online Support Portal
Once an initial request has been raised and an automated email received, further updates can be made to the request (such as additional screen grabs or comments) using the Online Support Portal. Any requests or comments from our Support Team can also be viewed via the portal.
The automated email, an example of which is given below, contains a link to the Online Support Portal:
Please refer to this article for details on how to register (for free) and use our Online Support Portal
https://rootshellsecurity.atlassian.net/servicedesk/customer/user/login
via Email Response
Whilst the Online Support Portal is the preferred and recommended way to track, update and progress your request, email responses are also supported.
By replying to the automated email (received after submitting a request), users can also update the request with further information or to respond to instructions/queries from our Support Team
NOTE: Please ensure any email replies are inserted above the line, as instructed in the automated email. As shown below:
