Best practices for engaging support – Cortex

At Cortex, we value providing world class service for our customers. To those ends, this article's intent is to outline best practices for engaging with our customer engineering team for support. Using these best practices will help to drive issue resolution and clarify your questions in a timely manner.

Chat support is best suited for questions

Questions are mainly things that can likely be answered within a few back and forth interactions (best practices, clarifications of documentation, etc.)
We currently cover business days from 10 AM EST to 6 PM EST.
Chat support submitted outside these hours will be converted to an email ticket.
Chat support can be accessed within the Cortex application.
Declare your cloud tenant name or if you are self hosted please specify the version in use and user role.

Email support is best suited for issues

Issues consist of things that will likely take additional investigation (bugs, configuration issues, etc.)
Email support can be accessed by initiating an email to help@cortex.io.
We will provide an update on your ticket within 24 business hours.
When reaching out for multiple issues, please generate a unique ticket per issue.
Declare your cloud tenant name or if you are self hosted please specify the version in use and user role.
Provide appropriate context and details on your issue at the time of ticket creation.
Below we provide some articles that outline on how to collect useful troubleshooting data.

Slack support

Some customers utilize a shared slack channel to connect with our Cortex team, and will be introduced to a tool and a workflow to help create tickets for our customer engineering team to review. These issues should follow the same criteria as "Email support" noted above. Slack users can always open tickets via email or chat as well as their existing slack threads.

If you are interested in knowing more about slack support, please reach out to your customer success team member.

Enhancement Requests / Feature Requests

If required, you can also initiate an enhancement request via chat support and email support.

Visibility into your tickets

Register with our support portal: https://cortexio.zendesk.com/
- If you are a cloud customer (or self hosted 0.0.143+) , simply click Help Desk in the application to access this URL.
- This is an independent login from your Cortex application, unique to accessing the tickets portion of our Help Desk.
To see your tickets, click the profile icon at the top right of the page.
- Please note, it may take a few minutes for a new ticket to appear in the portal.

Visibility into your organization's tickets

We can provide organization level visibility for your organization's ticket(s) for administrators. Administrators can delineate who, or if other roles or users should have organizational access.

First, complete the steps to have individual access to your tickets.
Next, initiate a ticket via help@cortex.io for this visibility into your organization's ticket(s). Please indicate if anyone other than the requestor should have access.

Sensitive Information in Tickets

In the event that sensitive information is sent through either a ticket or chat, customer engineering has the ability to redact text strings or attachments from the ticketing portal. This can be requested regardless of Cortex permissions level.

Collecting Data for Troubleshooting