The Secureframe Support Portal is your all-in-one help center where you can create new requests, view current status, and make updates to your tickets seamlessly with your Secureframe credentials.
How to Access the Portal
There are two ways to access the Support Portal:
While logged into Secureframe, click the ? icon in the top right corner of the app
Navigate directly to support.secureframe.com in your browser
Tickets Portal
Once you're in the help center, click the Tickets portal link to view all tickets associated with your organization. All users can view their entire organization's tickets, not just their own.
From the Tickets portal you can search tickets, filter by status, and view details like ticket ID, title, description, ticket type, created date, and current state.
Clicking into a ticket will show you the full details including ticket ID, type, description, current status, and assignee. You will also be notified of any updates both in the portal and by email.
Create a New Request
New requests can be created in a couple of ways:
From within the app, click the ? icon and select Chat with Support
Email us directly at [email protected] and a ticket will be generated automatically
Viewing Tickets in the App
You can also view your tickets directly from the chat widget inside Secureframe. Click the ? icon and select the Tickets tab to see a list of your submitted tickets. From there, click Go to ticket portal to view your full organization's tickets.
Ticket Statuses
When viewing your tickets in the portal, each ticket will display a current status so you know exactly where things stand. Here's what each status means:
Open - Your ticket has been received and is in the queue to be picked up by our support team.
In Progress - Your ticket is actively being investigated by our support team.
Engineering Escalated - Your ticket issues has been identified and assigned to our engineering team for further investigation and resolve.
Waiting on Customer - Our support team has reached out and is waiting on a response or additional information from you.
Resolved - Your ticket has been resolved. If you feel your issue has not been fully addressed, you can reply to reopen it.
Please reach out to [email protected] with any questions.