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How to Open Support Tickets

  • Updated on Aug 16, 2026
  • Updated on Jun 22, 2026
  • 2 minute(s) read
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This article explains how to open or submit a ticket with Cato Support.

Cato provides several Support resources:

  • Ask AI to troubleshoot issues and open support tickets

  • The Cato Support portal to view and manage your support tickets

  • The Cato Knowledge Base to access product documentation and other technical resources

Opening a Support Ticket

When you open a ticket with our team, make sure to provide all information related to the issue. This information helps us to quickly classify and investigate the issue and minimizes back-and-forth emails with Support.

Support focuses on break-fix problems related to your account. For non-break-fix issues, such as deployment-related issues, Support will make a best effort to assist.

You must be a Cato administrator and be enabled in the CMA to open a ticket. After you submit the ticket, you can follow up in the Cato portal or via email.

IMPORTANT!

You can't open Support tickets over email,  use  AI Workspace in the CMA (show me AI Workspace page).

To open a Support ticket in the Knowledge Base:

  1. Log in to the Cato Networks Knowledge Base, click Contact Support.
    The CMA opens in a new browser tab to the AI Workspace page. Log in with your username and password for the Cato Management Application.

  2. Describe the issue you are experiencing. Include relevant details such as the impacted site, user, application, or timeframe.

  3. Review the response provided. If it does not resolve your issue, click Support Ticket. After a ticket draft is created, click Review and submit.

  4. The Submit a Request window opens with prefilled information. To edit the form, continue with the next steps.

    2021-07-04_14_55_00-Submit_a_request___Cato_Networks___Mozilla_Firefox__Private_Browsing_.png

  5. From the drop-down menu, select the category that best fits your request. The available fields in this form are shown depending on the selected category (Configuration & User Interface).

    submit_request.png

  6. Enter all the necessary details related to the issue. You can cut and paste screenshots and also add attachments to help clearly explain the details related to the issue. Please follow these guidelines when collecting information for a Support ticket.

    Make sure to select an accurate Priority for the ticket (see below).
    The more details that you provide, the more quickly we can allocate resources to investigate and work to resolve the issue.

  7. Click Submit.

Selecting a Priority When Opening a Ticket

To help you select the correct Priority when opening a Support ticket, the following table shows examples of each priority.

Priority

Description

Examples

Low

Display and UI related issues in:

  • Cato Management Application

  • SDP Client

  • Clientless applications

  • SDP Client translation issues

  • Word wrap issues

  • Icon or image display issues

Normal

  • Cato Management Application usability issues

  • SDP Client usability issues

  • Granular access issues via Cato Cloud or Application Control policy (CASB)

  • Cato Management Application screens don't load correctly or don't show the correct data

  • SDP clientless application doesn't display correctly

  • SDP Client issues related to Connect on Boot

Normal

  • Single user connectivity, security, or access issues

  • Single user Cato Management Application issues

  • Can’t sign in to SDP Client or Cato Management Application

  • User can’t access website or app

  • Client installation issues for individual SDP users

High

  • Multiple users impacted by connectivity, security, or access issues

  • Single site network connectivity issues

  • Cato Management Application slow or some areas not responding

  • LDAP Directory sync failure

  • SCIM sync issues

  • Some SDP users can’t connect (but others can)

  • Socket upgrade failure

  • Socket HA issues

Urgent

  • Network outage for multiple sites or a critical site (such as a data center)

  • Ongoing security issues

  • VIP user impacted by connectivity, security, or access issues

  • Cato Management Application not available

  • One or more sites are disconnected from the Cato Cloud

  • All SDP users can’t connect to the network

  • C-level SDP user network problems, security issues, or problems accessing specific application

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