Announcing New Customer Support Portal and Unified Search
Last updated on: June 1, 2020
On January 25, 2020, Qualys rolled out new unified search and an improved online customer support experience, along with Support content integrated directly into Qualys Community.
Improved Community & Support Experience
These new features are part of our efforts to enable customer success with an integrated community environment, so you can efficiently:
- learn how Qualys products work,
- understand best practices,
- resolve issues, and
- ultimately improve your security and compliance programs.
They are also part of an effort to improve your experience with Qualys Support, so you can more easily access technical support content, track and update your support cases and feature requests, and get faster case resolution.
Here is a short, 3-minute video demo of the new features. Read on for details of the new features.
Integrated Support Content
The first thing you’ll see is Support fully integrated into Qualys Community. Support technical articles are available alongside discussion forums, training, documentation, and Qualys Blog, It’s all easily accessible at https://community.qualys.com/.
The other thing you’ll immediately notice is the new search that allows you to search all resources in Qualys Community from a single user interface, including:
- Discussion forums and community documents
- Blog posts
- Training courses and video libraries
- Documentation including guides, release notes, online help and API doc
- Support technical articles
You’ll find a search box on every Qualys Community page, so you can search from wherever you are.
The search results page displays results from all community sources and lets you filter results by source, by app and by date. It’s backed by machine learning and a relevance tuning engine that increases the rank of articles based on usage analytics. That means you’ll see search results that other users have found to be relevant.
Customer Support Portal
Finally, we are deploying a major overhaul of the Customer Support Portal to make it easier for you to avoid common issues, and create and track your cases and feature requests.
The new portal gives you access to troubleshooting guides and common solutions from Qualys Support, plus platform status, support knowledge articles, and your cases and feature requests.
Even better, when you create a new case, your case details automatically generate a search that suggests solutions to your issue, so you won’t need to file a case at all if someone else has already encountered the issue.
In the example below, when you enter your case title, you can check the Recommended Solutions to see if they resolve your issue.
Accessing the Customer Support Portal
As a Qualys customer, you currently access Support by clicking Help -> Contact Support from within your Qualys subscription. This won’t change, but now you’ll see the new Customer Support Portal with integrated search.
Your cases and feature requests are only available if you access the Customer Support Portal directly from your subscription. If you’re not logged in, you won’t see cases and feature requests, but you’ll see all of the support content and search.
The unified search and Customer Support Portal is available as of January 25, 2020.
For more information on the specific features, please see the Customer Support Portal User Guide.
Will this help with technical support actually responding to inquires in a timely manner? It is not uncommon to wait a week plus for a response.
Portals and unified searches are great industry buzzwords but Qualys needs to focus on the basic customer service. Technology doesnt solve process problems.
Hello Kevin, it’s understood that Qualys Support needs to improve responsiveness, and the features announced here are part of a larger effort to do so. The new search (which Support is also using internally), along with analytics we are gathering from the new search and improvements we are making to Support knowledge capture processes, will all help make support engineers solve cases faster. In addition, the new search and customer support portal user interface should also make it easier for customers to find existing content and case information, which will free up Support resources to focus on new cases. That’s not all that Support is working on, but it’s a step that is helping Support move in the right direction.