'Edit' and then set the "Allow ticket processing by email" option to Log in to the Support Portal and go to Account Only the support account owner can enable or This feature is enabled at the level of theĮntire support account and applies to the main account and allĪdditional users. It will then be visible through the Support The reply will normally be added to the ticket
#FORTINET SUPPORT HELP PAGE UPDATE#
Not alter the text in the body of the received email (the section whichĬontains the update from the Fortinet engineer) as this section will not Recommended to not alter the content of the subject line. *** The most recent updates to this tickets are given below ***
If you wish to provide feedback on your support experience, please visit You have any urgent questions or require further assistance, pleaseĬontact your regional Customer Services and Support team who will be To provide an update to this ticket, add attachments or verify the Do not modify the content of this received email as it will May provide an update and add attachments to this ticket by replying to Please provide more information of the problem you If the ticket update or file attachment contains private or sensitive information then the recommended approach is to update the ticket via the Support Portal rather than by using email.įortinet engineer updates a ticket is Re:
The ticket will then be placed into a "Received Customer Feedback" status.Įmail is not a secure, guaranteed delivery method. (2) Upon receipt by email of a ticket update, you may choose to simply reply to the email and the reply will be added to the ticket notes. File attachments that are added to the ticket will also appear in this mail. The 3 most recent ticket comments will also be included in this mail. (1) When a Fortinet engineer adds notes to a ticket, the entire content of the latest update will be sent via email to all of the contacts named on that ticket. When this feature is enabled the effects are that: This avoids the need to log into the Support Portal to read the latest ticket comments which have been added by the Fortinet engineer, or to provide updates to the engineer. The 'Email Interaction' feature allows the choice of whether ticket updates can be handled via email. This feature is was deployed in January 2019.
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