> For the complete documentation index, see [llms.txt](https://docs.defguard.net/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.defguard.net/2.1/support-1/using-the-support-portal.md).

# Using the Support Portal

Welcome to the Defguard Support Portal. This guide explains how to sign in, manage your team's contacts, submit tickets, and communicate with the support team.

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The Support Portal is available to customers who have and active license with the **Basic** or **Direct** support type.
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### First sign in

The portal uses one-time email codes — there is no password to remember.

1. Go to the support portal at **<https://support.defguard.net/>**.
2. Enter the email address associated with your Defguard account. It's the email address you used for purchasing the license.
3. Click **Send code**.
4. Check your inbox for a six-digit code (valid for 10 minutes) and enter it on the next screen.
5. Click **Verify** — you are now signed in.

### Adding contacts

By default your account has one contact — the person who first signed in. You can invite additional team members so they can submit and view tickets too.

Only the **primary contact** (the first person to sign in) can invite or remove contacts.

#### Invite a team member

1. Click **Contacts** in the top navigation.
2. Enter your colleague's email address in the **Invite contact** field.
3. Click **Send invitation**.
4. Your colleague receives an email with an activation link valid for 24 hours.
5. They click the link, enter the verification code sent to their inbox, and their account is activated immediately.

#### Remove a contact

1. Go to **Contacts**.
2. Click **Remove** next to the contact you want to deactivate.

The primary contact cannot be removed.

### Creating a ticket

1. Click **New Ticket** in the top navigation.
2. Choose the ticket type that best matches your issue:

   | Type                    | When to use                                             |
   | ----------------------- | ------------------------------------------------------- |
   | **Bug Report**          | Something is broken or behaving unexpectedly            |
   | **Technical Support**   | You need help with setup, configuration, or integration |
   | **Feature Request**     | You'd like to suggest an improvement                    |
   | **Licensing & Account** | Questions about your license, billing, or account       |
3. Fill in the form. For **Bug Reports**, include:

   * A clear title
   * Steps to reproduce the issue
   * What you expected to happen vs. what actually happened
   * Your software version, environment, and deployment method
   * Optionally: relevant log or config excerpts (remove secrets before pasting)

   For all other types, a title, severity, and description are required.
4. Attach any files (screenshots, logs) using the **Choose files** button.
5. Click **Submit**.

You will receive a confirmation email with your ticket number.

### Commenting on a ticket

Open a ticket from your ticket list to view its full history and add a reply.

1. Go to **Tickets** and click on a ticket title to open it.
2. Type your message in the **Add a comment** box at the bottom.
3. Attach files if needed, then click **Submit**.

The support team will be notified of your reply.

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**Tip:** You can also reply by email — just reply to any notification email you received for that ticket. Keep the subject line unchanged so your reply is linked to the correct ticket automatically.
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**Note:** Comments are not possible on closed tickets. If the issue has returned, use **Create follow-up ticket** instead (see below).
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### Closing a ticket

If your issue is resolved and you no longer need assistance, you can close the ticket yourself.

1. Open the ticket.
2. Click **Close ticket** at the bottom of the page.
3. Confirm when prompted.

### Reopening via a follow-up

If a closed issue resurfaces, open the original ticket and click **Create follow-up ticket**. This opens a new ticket linked to the original, pre-filled with the same category and severity, so the support team has the full context.