Welcome to AppGate! We appreciate your business and want you to know we continuously strive to enhance our capabilities. Our goal is to continue to provide you with industry-leading solutions and make it easier to do business with us. We look forward to developing a long and productive relationship.
The Support Portal is the recommended method for requesting support. In addition, AppGate’s Support team is available 24x7 and can be contacted via the phone numbers and emails noted at our Contact Us page on the Portal.
When calling Support regarding a critical issue that needs escalation, please ensure to first open a case in the Portal or sending us an email and reference the case number so that the Agent can properly help expedite your Case.
Support Cases
Cases are used to report issues or ask questions regarding your AppGate products and/or services. You can easily create a new case or view existing cases on the Portal by going to the Cases tab. You need to be logged in in order to submit and view your cases. End users should be contacting their internal support channels about any issues they may have. Only Product Administrators should be opening cases using the AppGate support portal.
Creating a Case
Click on Cases in the top tool bar and then click the Create a Support Case button. You must be logged into the portal in order to see the Cases button.
Upon clicking Create a Support Case, you will be presented with the Case input form. Several fields have dropdown menus to allow for quick selection of relevant information. Please provide a comprehensive description of the issue to help facilitate processing of the case including:
SUBJECT – enter a general description of the issue you are experiencing
DESCRIPTION – please provide a detailed description of the issue or problem and include any relevant details and/or information that can help expedite finding a solution
PRODUCT CATEGORY – use the drop-down menu to select the product related to the case you are opening
SEVERITY– use the drop-down menu to select the severity of this case according to the issue you are experiencing
If desired, you may add an attachment using the link in the bottom-left corner of the form
Once all appropriate information is added, select SUBMIT and the Case will be sent to the AppGate Support team for resolution.
Managing Your Cases
Click on Cases in the top tool bar to see a list of your open cases. To see historical cases, select the drop-down arrow near the “My Cases - Open” and select “My Cases - All”. If you are a designated Manager for your account, you will also see all Cases opened agents your account. Selecting on a Case Number or Subject will bring you to the details page of that specific Case which will show you the activity of the case and add additional details to further the investigation of your case.
Attaching Files
Once a case is created, files can be uploaded to the case through the portal (e.g. logs, screenshots). From the Case screen, pick "Share an Update.." which will give you the ability to add a comment to the Case as well as attaching a file by selecting the paperclip icon.
Adding Comments and Attachments to Your Case
Clicking on a case from the list will bring up a case detail screen. You can add a note to the case or send a message to the Agent working your case by typing in the field labeled “Share an update.” Once done, click the Share button to post your message which will display inline and will be seen by Support.
Please note you can also add attachments via this Post feature. The case detail screen also displays at-a-glance all relevant case information and communication.
User Profile Settings and Password Reset
To the right of the search bar, you will see your nickname (auto assigned by system). Click on the nickname to display the drop-down menu of actions. This is also where you can logout when finished using the Portal.
My Profile: Click on My Profile to see your details. By clicking on the Edit button, you can upload a photo or icon to your profile. You can also update certain information such as your contact phone number(s) and job title.
Please Note: For security purposes, there are certain fields that cannot be edited by the user in the Portal and that will require assistance from AppGate Support. If you receive an error message when updating your profile information, please contact Support for assistance.
My Settings: From the drop-down menu, click on My Settings. You can select your time zone and reset your password from this page.
Password reset
There are two ways to reset your password. To change your password, click on the Change Password link on the My Settings screen. You can also reset a forgotten password from the Login screen.
Password Requirements
Your password must be at least 8 characters long.
Your password must include letters and numbers