This article explains information about your SAFR Hekpdesk account

Each partner or customer being supported by the SAFR pre and post-sales engineering team has access to the SAFR Helpdesk which provides following functionality:

• Knowledge Base to help answer questions about SAFR
• Ticketing system to ask questions / get answers
• Chat or Phone (US and Canada Only)
• Ability to check ticket status for open tickets in your account

How to submit tickets

• Send email to support@safr.com(this is automatically turned into at ticket and all response to the ticket will go to the same email
  • Add any number of people to the cc list and the will be updated about responses
• Fill out the ticket form at https://support.safr.com/support/tickets
• Submit request via chat at https://support.safr.com
• Call SAFR Support team at 73-73-73-2743 (SASA-SAFR-HD) (North America only)

Submitted tickets or chat requests are routed to the Technical Contact in charge of your account.  If primary contacts are unavailable, request will be routed to a backup contact so that tickets do not go unanswered.

For each partner or customer, there will be an account.  The account can have one or more contacts.  A contact ay be a technical or business contact.

SAFR Helpdesk allows for following:

• Multiple contacts from a single account can have helpdesk access
• Tickets created under an account are visible by all contacts in that account
• Contacts within an account can be activated or deactivated any time (do this via a support ticket)
• When submitting a request, you can add others in your account as ticket cc – all persons set as cc on a ticket will get notification of all updates

If you have any questions about our support portal, please send them to support@safr.com.