Submitting Comments, Booking Calls, and Opening Support Tickets

LaunchPad is available to customers who are currently going through implementation. If you do not see LaunchPad, that may mean your organization is not currently in the implementation process.

For customers who do have access to LaunchPad, it can be used to communicate with your assigned implementation team about an existing implementation-related issue. However, the comments feature is only for ongoing communication with your assigned solutions engineer regarding an existing ticket. It cannot be used to create a new support ticket.

Sending Comments in LaunchPad

1. Access LaunchPad
   Log in to your LaunchPad account.

2. Navigate to the Comments Section
   Find the area where you can send feedback or comments related to an existing ticket.

3. Enter Your Comment
   Clearly describe the issue you are experiencing. Include as much detail as possible so your solutions engineer can better understand your situation.

4. Submit the Comment
   Click the Submit button. Your comment will be sent to your assigned solutions engineer.

Note: Comments in LaunchPad are intended for continuing discussions about issues that have already been logged. They cannot be used to create new support tickets.

Booking a Call in LaunchPad

If you would prefer to discuss the matter directly or need additional assistance:

1. Find the Booking Option
   In LaunchPad, look for the option to book a call with a support representative or implementation team member. It is located at the top right of your screen.

2. Select a Time
   Choose a date and time that works best for you from the available scheduling options.

3. Enter Your Information
   Fill out the required details, including your name, contact information, and a brief description of the issue.

4. Confirm the Appointment
   Submit your booking. You will receive a confirmation with details on how to join the call.

Opening a Support Ticket from Securly Learn

If you need to create a new support ticket, or if you do not have access to LaunchPad, you can open a ticket directly from Securly Learn in one of two ways:

1. Use the Learning Assistant
   Start a conversation with the Learning Assistant and explain the issue. The Learning Assistant can submit a support ticket for you.

2. Use the “Still Need Help” Button
   Select the Still Need Help button in the bottom-left corner of Securly Learn to submit a support ticket.

Additional Notes

Comments and call requests are monitored regularly, and the implementation team will respond as promptly as possible.

For urgent issues or new support requests, please use the designated support ticket options in Securly Learn rather than the LaunchPad comments feature.