The Tickets page lets you review all the support tickets for your account. Tickets that have not been updated for 30 days are automatically removed from this page.
Overview of Support Tickets
Each Cato Management Application admin can open and manage Cato tickets in the Zendesk portal. The Tickets page shows tickets for all the admins in your account and also includes these Cato services:
Support - Tickets for the Cato service and operation
ILMM - Tickets for Cato's Intelligent Last-Mile Monitoring (ILMM) service
MDR - Tickets for Cato's Managed Threat Detection and Response (MDR) service
Reviewing Support Tickets
To show the Tickets page:
From the navigation menu, select Account > Tickets:
These are the explanations of the fields in the Support Tickets page:
Search - Whole word search that filters the tickets according to the Ticket ID and the Subject and content of the ticket
For example, enter socket to only show the tickets related to Cato Sockets
Ticket - ID for the ticket
Note: Only the admin who opened the ticket can click the link to view its details in a new browser tab. To request a change to admin visibility permissions, contact Cato Support.
Service - Cato service for the ticket: Support, ILMM, or MDR
User - Zendesk username of the admin who opened the ticket
Subject - Subject for the ticket when it was created
Priority - Priority assigned to the ticket
Status - Status of the ticket
Last Update - Timestamp for the most recent time the ticket was updated by the admin or by Cato