I noticed that as I submit any kind of support ticket I am left hanging in the dark until I receive an email. In my experience this email response happens several days after I open a ticket. Is there any way to check the status of a support ticket via the QualysGuard UI just to see where we are standing in terms of progress?
There is no way. We have asked many times but there is no way to track. You have to email the support group or call into the support line 1-866-801-6161 I have that number memorized!
Really? That seems odd for an enterprise product.
Probably one of the least odd things.
Hi,
At this moment, you can get a status update on your tickets via a call or a follow-up email. When support has an update on your case they contact with you without major delays or respond the ticket with additional info. That said, it is not always that you have to follow-up a ticket and remind us as each ticket will have its priority and it is our responsibility to assist you lead it to a logical closure.
Good news is very soon we are migrating our CRM to something better so that we could offer a direct access of our CRM to our customers and partners reflecting their support cases and feature requests.
Hope this helps. Thank you for being a valuable customer.
P.S: Is there a specific ticket that you are looking for an update to at the moment?
Thanks for the insight. Case# 841707 is the case in question. Thanks again.
Deb is there a timeline on this direct access to the CRM?
It is important to us and is a work in progress at the moment.
Deb, what is the status in regards to the direct access to the CRM? I'd like an update regarding my case# - it would be beneficial for us to track our case#.
I am not the right person to comment with confidence for this info, but the last time I checked (2 days ago), it is in beta with almost 20 customers and should be ready soon. If this is a show stopper for you then please engage with your TAM to see if you can have an early access.
Is there still no update on CRM access after almost 5 years?
I would like to follow up on my issue but there is no online access where we can check it's status?
Hello Romnick, there is a way to check the status of a case. If you don't have this access, please contact your TAM.
Great! Thanks for the help. I just realized I created a case using the mail directly. Forgot that there is a way using the Help in the Qualys GUI itself.
Thanks again!
Hi Romnick, I'm glad that's helpful. Please note that filing a case through the portal, and updating / referencing it via the portal is the preferred method (vs. email). Thanks!!
Hello Romnick, there is a way to check the status of a case. If you don't have this access, please contact your TAM.