How to open a Live Chat session with the Symantec.cloud support team

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Article ID: 178930

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Updated On:

Products

Email Security.cloud Web Security.cloud Advanced Threat Protection Roaming Email Threat Detection and Response

Issue/Introduction

 

Resolution

Direct customers will be able to access the Live Chat system within the Symantec.cloud configuration portal and engage directly with a Technical Support Engineer regarding an existing support case relating to one of the Symantec.cloud products: Email Security.cloud, Web Security.cloud, Email Encryption.cloud, Email Threat Detection and Response or ATP Roaming. Please do note that if you're not using the main portal user, any secondary users will require the role to access the support content assigned.

Steps to initialise a Chat:

Step 1: Logon to the Symantec.cloud configuration portal. https://clients.messagelabs.com

 

Step 2: Select the Support Ticketing Centre from the Support tab.

 

Step 3: Within the Support Ticketing Centre select the 'ChatNow' link on the left hand pane.

 

Step 4: On the next screen make sure 'Technical' is selected as the type of request. Select the correct product by starting to type in the product field. Then once you have the correct product add a valid case number in the case number field. Then click 'Continue'. - Please see the related articles section on this page for how to raise a case.

Email Security.cloud (Anti-spam, Anti-virus, Data Protection, queries with the portal)
Web Security.cloud (Web Scanning)
Email Encryption.cloud (TLS Enforcements and PBE - Policy Based Encryption)
Email Threat Detection and Response (ETDR)
Advanced Threat Protection Roaming (ATP web/roaming)

 

Step 5: Finally on the next screen a link will appear. Once it's loaded click the active link to load the Chat system. You will be routed to the next available agent.