Reply to a ticket

  1. Sign in to the Arctic Wolf Unified Portal.
  2. In the navigation menu, click Tickets & Alerts > All Tickets.
  3. Find the ticket that you want to respond to.
    Tip: If needed, use filters to limit your results. See Tickets table filters for more information.
  4. Click the Subject or Ticket # of the ticket.

    See View tickets for more information.

  5. Based on the ticket status, complete one of these series of steps:
    Ticket status Steps

    Open
    1. Verify that Ticket Action is set to Reply.
    2. In the comment box, enter a comment.
    3. To add supporting files, click Choose a File or click and drag one or more files to the attachment area.
    4. Click Add Comment.

    Closed
    Tip: You cannot leave comments on closed tickets, but you can create a follow-up ticket.
    1. Click Post Follow-up Ticket.
    2. On the Open a New Ticket page, configure these settings:
      • What is this ticket related to? — Select one of these options:
        • General request — Select for non-urgent requests.
        • A security emergency — Select if one or more of your systems or user accounts are breached. For immediate assistance with a security emergency, call Arctic Wolf at +1-888-272-8429.
        • Technical support assistance — Select if you required support with: network issues, a service failure, troubleshooting issues, or IP address reconfiguration.
    3. In the comment box, enter your request and provide relevant details.
    4. Optional: To add supporting files, click Choose a File or click and drag one or more files to the attachment area.
    5. Click Send Message.