Greetings FileCloud Customers,
FileCloud Support will begin rolling out its new support site and ticketing system on June 20th at 10 p.m. EST. This work is expected to run through the weekend and be completed by June 23rd.
Our new support site will be knowledgebase.filecloud.com.
- You will be required to register to open new tickets.
- If you are already a contact through our sales team, you may need to do a password reset link
- You must use your License Key to open up tickets.
- Viewing Your License Details - FileCloud Docs - Server
- If you have any open tickets, they will be migrated over to the new system on day one
- Old tickets will be migrated later this year so that you can see your ticket history
- The current support portal will continue to be available to view your ticket history
- The knowledge base will be migrated within the coming weeks.
To open a ticket, please navigate to knowledgebase.filecloud.com.
Click “My Tickets” to access the support portal. There, you can sign in and create a ticket.
Opening up a ticket is similar to the current process. Here are the fields that need to be populated:
- Email will be pre-filled for you if you are signed in through “My Tickets”
- Ticket Subject will be a brief description of the issue
- Product type will be FileCloud or Signority
- License Key you can obtain using the link above
- FileCloud Server URL. This helps our support team quickly ID who you are
- Ticket Description. More detailed explanation of the problem, including but not limited to:
- Detailed description of the problem
- Who is affected
- What folder path is affected
- Any attachments to help the team troubleshoot. Report Problems in FileCloud - FileCloud Docs - Server
- Priority. The severity of the issue. For more detailed explanations, please see our support entitlement page, section 15. FileCloud Technical Support Entitlements Terms of Service
Please check back here for updates, and we thank you for being a valued customer!
-FileCloud Support