Staff

Technical Tip: Request for older Zendesk tickets after migration to FortiCare

Description

This article describes how to request access to older Zendesk tickets following the migration to FortiCare.

Scope

FortiCNAPP, Lacework, FortiCare.

Solution

As part of the ongoing effort to enhance the support experience, all support requests previously managed through Zendesk have been transitioned to the FortiCare Support Portal, effective August 18, 2025.
All new support requests must now be submitted and managed through the FortiCare Support Portal.
To obtain copies of historical Zendesk tickets (submitted before the migration), submit a new case through the FortiCare Support Portal. Include the organization name, contact details, and relevant information such as the approximate date or subject of the previous tickets to facilitate efficient retrieval.
Additional processing time may be required to retrieve archived Zendesk tickets.
For questions or assistance with accessing the new portal, contact the support team through the FortiCare Support Portal.

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