Announcing the Zilla Help Center

What is the Help Center?

We’re excited to introduce our brand new Zilla Security Help Center, designed to provide a seamless, self-service support experience for all of our customers. The Help Center serves as a centralized hub where you can easily access documentation and contact our Support team.

Whether you’re looking for detailed articles or troubleshooting tips, everything is conveniently housed in one place. If you can’t find the solution you need in the knowledge base, you can easily submit a ticket, track ticket statuses, and add context and attachments to tickets directly through the platform. With an intuitive and easy-to-navigate interface, the Help Center makes it easier than ever to find the support you need, whenever you need it.

This article covers the following topics:

Basic Navigation

You can access the Help Center directly from the Zilla app via the ? icon in the upper right corner of the page or the Get help? links throughout the app. If you’re already signed in to Zilla, you’ll be automatically logged into the Help Center.

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You can navigate the Help Center by using any of the following features:

• Zilla Security Logo: Click the Zilla logo in the top left corner of the page to return to the home page from anywhere in the Help Center.

• Search Bar: Type keywords or questions to find relevant articles or FAQs.

• Categories: If you prefer to browse, you can explore organized categories displayed on the home page. These sections help users narrow down their search based on common issues or themes.

• Article Titles: Click on article titles to find detailed information, troubleshooting steps, or solutions.

• Submit a Request: Access a form where they can provide details about their issue and submit a support request.

• Your name will display in the upper right corner of the page. Clicking on your name displays a dropdown with multiple options:

  • My Profile: View or update your account information such as email, name, and profile picture.

  • My Requests: View all your support tickets and additional details such as status, responses, and updates for any active or past tickets you’ve submitted.

  • Sign Out: Log out of the Help Center and end your session.

Following Help Center Content

You can add both individual articles and sections of the Help Center to your Following list, which can help you quickly access content you use frequently. When a new article is added to a section you are following, you’ll receive an email notification about the addition.

Please note, you will not receive a notification when existing content is updated.

1. To follow content in the Help Center either:

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2. To view all followed content, click your user name in the upper right corner of the page and select Activities from the dropdown.

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3. Click the Following tab to view links to all your followed content and click the article title or section name to view the entire article or all articles in that section, respectively. To remove an article or section from this list, click Unfollow/Following to the right of the title and if prompted, make additional selections.

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Rating An Article

At the bottom of each article, you can optionally click Yes or No under Was this article helpful? to indicate whether the article helped resolve your issue or answer your question.

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Submitting a Support Ticket

If the contents of the knowledge base don’t answer your questions or resolve your issue, you can also submit a request and open a ticket directly with the Support team.

1. Click Submit a request in the upper right corner of the page.

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2. Click to expand the What can we help you with? dropdown and choose the most applicable option for your question or issue.

   1. Technical Support: Choose this option if you're facing general technical issues or need assistance with using specific features of Zilla.

   2. Report a Bug: Select this option if you've encountered a software bug or error that is affecting the functionality of Zilla. This helps our team investigate and fix the issue as quickly as possible.

   3. Integration Request: Choose this option if there is an application for which an integration doesn’t exist that your organization wants to integrate with Zilla.

   4. Suggest an Improvement / New Feature: Use this option to share ideas for enhancing our product or to request new features. We value customer feedback and consider these suggestions for future updates.

   5. Licensing and Billing: Choose this option for questions related to your billing statements, payments, or any licensing concerns.

   6. Other Questions: Select this option if your inquiry doesn't fall under the categories above. This allows our team to direct your request to the appropriate resources for support.

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3. Add a subject for your ticket. Based on what you type, several articles that may help resolve your question will be suggested for you to review.

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4. Fill out the required fields. All ticket types require a subject, description, priority, and business impact.

   1. When reporting a bug, you will be required to fill out the steps to recreate the issue.

   2. When making an integration request, you will be required to provide a link to the API documentation for the application and indicate that Zilla can get access to a sandbox environment.

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4. Optionally, add any relevant attachments.

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5. Click Submit to open your ticket.

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6. You will receive a notification in the top right corner of the page indicating your ticket was received if the request was submitted successfully.

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Managing Your Tickets

In the Help Center, you can easily track and manage your support tickets.

1. Click your name in the upper right corner and select Requests, where you’ll find a list of all your active and past tickets.

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2. You’ll have a clear view of the status of the tickets and you can use the Status dropdown to sort them by Any, Open, Awaiting your reply, or Solved.

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3. Click on a ticket to view all details including the requester’s name, ticket created date, latest activity on the ticket, ticket ID, status, priority, business impact, and past responses to the ticket.

4. To add more context or respond to the ticket, click Add to conversation.

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5. Type your reply to the ticket in the text box, click Add file to choose attachments to add to the reply if necessary, and click Submit.

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6. You will receive a notification in the top right corner of the page indicating the reply to your ticket was received if the reply was submitted successfully.

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7. The original ticket contents, any responses from support, and replies you have submitted via the Help Center or by email will display within the ticket.

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