There are two ways to submit a support case:
Jamf Account
- Visit account.jamf.com
- Log in with your Jamf ID
- Click on the "?" on the top left corner
- Select Go to Support Portal
- Click Create Case in the top left corner or the option Get Help in the center of the page
- Fill in the required fields:
Product > Choose the affected product
Impact > Choose the impact level from the list:
Minor/Localized - Single individual
Moderate/Limited - Several individuals
Significant/Large - An entire department or large group
Extensive/Widespread - Entire organization
Urgency > What's the level of disruption for the affected individuals?
Critical - Product is unusable or unavailable
High - The product is usable but the experience is severely degraded
Medium - Experience is slightly degraded
Low - This is an inquiry/request
Subject > Concise but clear description of the issue
Description > A more detailed description of the issue you are facing. (See "How to best describe your issue" below for more). - Hit the Submit button on the right panel
Support Portal
- Visit support.jamf.com
- Log in with your Jamf ID
- Click Create Case in the top left corner or the option Get Help in the center of the page
- Fill in the required fields:
Product > Choose the affected Product
Impact > Choose the impact level from the list:
Minor/Localized - Single individual
Moderate/Limited - Several individuals
Significant/Large - An entire department or large group
Extensive/Widespread - Entire organization
Urgency > What's the level of disruption for the affected individuals?
Critical - Product is unusable or unavailable
High - The product is usable but the experience is severely degraded
Medium - Experience is slightly degraded
Low - This is an inquiry/request
Subject > Concise but clear description of the issue
Description > A more detailed description of the issue you are facing. (See "How to best describe your issue" below for more). - Hit the Submit button on the right panel
You will be provided with a ticket number starting with "CS0." Our Support Team will get back to you with more information.
See our website for more information on target response times.
How to view current cases
- Log in to the Jamf Support Portal
- Select Support Cases in the top right-hand corner
All cases under your account can be found here. You can use the filter tool at the top to list by state (e.g. "open" or "closed").
How to best describe your issue
When describing a technical issue, it's important to keep in mind the technical nature of the problem and to make sure the communication is clear. Here are some tips for describing a technical issue effectively:
- Use precise technical terminology: Technical issues often involve specialized terminology or jargon that is familiar to those with technical expertise. Use precise technical terms and language that is relevant to the issue at hand. Avoid ambiguous or generic language that may lead to confusion.
- Provide details: Be specific about the technical details of the issue, including the systems, software or workflows involved. Describe the symptoms, error messages, or other relevant configuration settings, error messages or screenshots that may be pertinent to understanding the issue.
- Include steps to reproduce: If possible, provide step-by-step instructions on how to reproduce the issue. This can help others understand the sequence of events or actions that led to the problem and can aid in troubleshooting or resolving the issue.
- Explain the impact: Describe the impact of the technical issue on the system, process or users. Highlight the consequences, risks or implications of the issue and explain why it is important to address it promptly.
- Be concise and organized: Present your description in a clear and organized manner. Keep the description concise and to the point, avoiding unnecessary or irrelevant details.
- Test and verify: Before describing a technical issue, ensure that you have tested and verified the problem to the best of your ability. Provide accurate and factual information based on your findings and avoid spectulation or assumptions.
By following these tips, you can effectively describe a technical issue, providing the necessary information for Jamf Support to understand and address the problem accurately.