Skip to content

DASHON-124 Updating instructions for Support portal navigation #21703

New issue

Have a question about this project? Sign up for a free GitHub account to open an issue and contact its maintainers and the community.

Sign up for GitHub

By clicking “Sign up for GitHub”, you agree to our terms of service and privacy statement. We’ll occasionally send you account related emails.

Already on GitHub? Sign in to your account

Merged
merged 2 commits into from
Apr 15, 2025
Merged

DASHON-124 Updating instructions for Support portal navigation #21703

Show file tree
Hide file tree
Changes from all commits
Commits
Show all changes
2 commits
Select commit Hold shift + click to select a range
d89fa5b
DASHON-124 - Update contacting-cloudflare-support.mdx
simon-says Apr 15, 2025
7ebb402
DASHON-124 updating support drop down screenshot
simon-says Apr 15, 2025
File filter

Filter by extension

Filter by extension
Conversations
Failed to load comments.
Loading
Jump to
Jump to file
Failed to load files.
Loading
Diff view
Diff view
Binary file modified src/assets/images/support/contact-cloudflare-menu.png
View file
Open in desktop
Loading
Sorry, something went wrong. Reload?
Sorry, we cannot display this file.
Sorry, this file is invalid so it cannot be displayed.
19 changes: 10 additions & 9 deletions src/content/docs/support/contacting-cloudflare-support.mdx
View file
Open in desktop
Original file line number Diff line number Diff line change
Expand Up @@ -58,11 +58,11 @@ For account security, you must verify your identity and account ownership in the

1\. Log into your Cloudflare account.

2\. In the upper right corner of the Cloudflare dashboard, select **Support** > **Contact Cloudflare**.
2\. In the upper right corner of the Cloudflare dashboard, select **Support** > **Support** or visit [https://dash.cloudflare.com/?to=/:account/support](https://dash.cloudflare.com/?to=/:account/support).

![](~/assets/images/support/contact-cloudflare-menu.png)

3\. On the right-hand panel there is a section for _Emergency Phone Support Hotline_.
3\. On the right-hand column there is a section for _Emergency Phone Support Hotline_.

![](~/assets/images/support/Screen_Shot_2022-09-28_at_11.41.37.png)

Expand Down Expand Up @@ -144,25 +144,26 @@ When sending Cloudflare Support packet captures, please do the following:
### View open support cases

1. Log in to your Cloudflare account.
2. Select `My Activities - All Tickets` from **Support** dropdown.
3. Select your account if needed.
2. In the upper right corner of the Cloudflare dashboard, select **Support** > **Support** or visit [https://dash.cloudflare.com/?to=/:account/support](https://dash.cloudflare.com/?to=/:account/support).
3. If you have an open case associated with your dashboard account in the top of the right-hand column you will see a blue box with a link to "My Activities"
4. You will be redirected to the portal where you can see your own cases and cases you are CC'd on.

### Add participants to open support tickets

1. Log in to your Cloudflare account.
2. Select `My Activities - All Tickets` from **Support** dropdown.
3. Select your account if needed.
4. Select the case you want to add participants to.
5. Enter their email in the `Case Participants` box in the top right and click **Add**.
2. In the upper right corner of the Cloudflare dashboard, select **Support** > **Support** or visit [https://dash.cloudflare.com/?to=/:account/support](https://dash.cloudflare.com/?to=/:account/support).
3. If you have an open case associated with your dashboard account in the top of the right-hand column you will see a blue box with a link to "My Activities"
4. You will be redirected to the portal where you can see your own cases and cases you are CC'd on.
5. Select the case you want to add participants to.
6. Enter their email in the `Case Participants` box in the top right and click **Add**.

---

## Live chat support

You can also use the **live chat** (Business and Enterprise plans, only) to ask specific questions that don’t require a lot of technical investigation:

1. Browse to [https://dash.cloudflare.com/?to=/:account/support](https://dash.cloudflare.com/?to=/:account/support).
1. In the upper right corner of the Cloudflare dashboard, select **Support** > **Support** or visit [https://dash.cloudflare.com/?to=/:account/support](https://dash.cloudflare.com/?to=/:account/support).
2. Enter the email and password for your Cloudflare account. Your email needs to be verified in order to chat live with us.
3. Select the appropriate account requiring assistance.
4. Click the **Help** icon in the bottom right corner of the screen
Expand Down