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Support

In the Support tab, you can view your open and closed tickets, or create a new ticket about an issue or query that you have for the BotGuard team.

Open Tickets

To view previously created tickets that are in the open status:

  1. Ensure that you are logged into your Blackwall account.
  2. From the main navigation menu bar, click Support.
  3. From the secondary menu, click Open Tickets.
  4. From the list of tickets displayed on the page, find the ticket which you want to view.
  5. View information about your ticket.
  6. View the chat history for your ticket. Each message has a date/time stamp so that you can follow the logical order.
  7. In the YOUR MESSAGE text field, type a new message to add to your ticket.
  8. In the ATTACHMENTS section, optionally, click Choose files to add up to ten files to the ticket. Only add files that help explain your question.
  9. Click Submit to submit your new message and/or attached files.
  10. Optionally, you can select CLOSE to close the ticket if you no longer require assistance.
  11. Optionally, press Create New Ticket to submit a new ticket. For instructions, refer to the next section on this page.
  12. Optionally, press Access Resources to open the Blackwall documentation portal.

Create a New Ticket

To create a new ticket for the attention of the Blackwall team:

  1. Ensure that you are logged into your Blackwall account.
  2. From the main navigation menu bar, click Support.
  3. From the secondary menu, click Create a New Ticket.
  4. From the dropdown field CATEGORY, select one of the following values:
    • Technical support
    • Billing questions
    • Report a bug
    • Suggest a feature
    • False positive
  5. From the dropdown field WEBSITES AFFECTED, select one of the website assets that you have already added to your account.
  6. In the SUBJECT field, type a brief heading that describes your request or issue.
  7. In the DETAILED DESCRIPTION OF THE PROBLEM, describe in detail the nature of your request or issue.

  8. If you selected False positive as the ticket category, expand the section below and use the instructions to complete the additional fields to provide details of the incorrectly flagged request.

    Extra fields for false positive

    1. In the SOURCE TYPE dropdown field, select the source of the event information.
    2. In the EVENT DATE field, enter the exact date and time of the event.
    3. In the URL AFFECTED field, enter the request path or endpoint affected (for example, /login).
    4. In the RULE TRIGGERED field, enter the security rule that incorrectly flagged the request (for example, Bots Emulating Humans).
    5. In the TRIGGER DETAILS field, enter the technical indicators that caused the rule to trigger (for example, Fake browser, HTTP mismatch).
    6. In the ACTION TAKEN field, enter the mitigation applied to the request (for example, Block or Challenge).
    7. In the IP ADDRESS field, enter the source IP address and any available network information.
    8. In the USER AGENT field, enter the browser or software user-agent string associated with the request.
    9. In the RAW REQUEST field, paste the complete, unformatted HTTP request, including the request method and headers.

    Note

    All fields in this section are mandatory.

  9. In the ATTACHMENTS section, optionally, click Choose files to add up to ten files to the ticket. Only add files that help explain your question.

  10. Click SUBMIT to submit your ticket.

Note

The more information that you provide in your feedback or issue, the better that we can assist you.

Closed Tickets

To view your tickets that have been moved to closed status:

  1. Ensure that you are logged into your Blackwall account.
  2. From the main navigation menu bar, click Support.
  3. From the secondary menu, click Closed Tickets.
  4. From the list of closed tickets displayed on the page, find the ticket which you want to view. Note that you cannot submit a new message or update for messages in a closed status.
  5. Click Reopen to make your ticket active again.
  6. Optionally, press Create New Ticket to submit a new ticket. For instructions, refer to the previous section on this page.
  7. Optionally, press Access Resources to open the Blackwall documentation portal.
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