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Requirements:
- Have an active account on the Fortinet portal, https://support.fortinet.com/.
- Have the product that support is desired for registered and properly licensed.
- Access the website https://support.fortinet.com and log in with the appropriate support account.
- After logging in, select Support on the left side of the page, and then create ticket.
- At this stage, choose the most suitable category.
If it is a technical topic, select 'Technical Support Ticket'.
For topics about licensing, account management, or product ownership changes: select 'Customer Service'.
For hardware or accessory defects, select 'DOA/RMA Tickets'.
For questions about antivirus, CVEs, or IPS signatures: select 'Anti Virus Tickets/Fortiguard Service'.
For topics about FortiConverter, select 'Fortinet Converter Ticket'.
- In this example, 'Technical Support Ticket' will be selected. Add the Serial Number of the equipment to the support device list will be displayed when at least 3 characters. Remember that registration must have been completed with the same account currently connected to the support portal, and the device must be licensed. Select Submit ticket.
- Add direct contact information for an engineer to get in touch. After, add the ticket title, product category, and version, then select Next.
- In this field, it is possible to delete the existing model and clearly and completely describe the problem or question. Try to explain the issue with logs and screenshots with errors or alerts so that the engineer has as much information as possible, which will aid in achieving a faster solution. Feel free to attach files such as backups and logs. When reporting the issue, select Next.
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Once this is done, select Done. The case will have been created, and an engineer will reach out to assist.
To check on all tickets created, go to Support again and select Manage Tickets.
Support Ticket Best Practices:
Raise one issue per ticket. TAC is allowed to work on one issue per ticket. Do not raise new queries on existing or older (closed/resolved) tickets.
When opening a support ticket through email, ensure to include:
- A high-level description of the subject.
- Details of the request in the body of the message.
- Any error messages encountered.
- Screenshots.
- Steps to reproduce the issue.
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