Starting from July 4th, 2024, CYFOX XDR & EDR departments are introducing a new approach to simplify the process of reporting issues within the product. This new system allows users to report bugs and receive assistance and updates more efficiently.
It is important to note that the new bug reporting procedure does not replace any of the existing support methods available, including direct communication with the SOC department at [email protected] or the messaging option in the help center, which allows users to talk directly to the product experts department.
The new approach offers several benefits:
Report Confirmation via Email: Users will receive an email confirmation once their report is approved.
Ticket ID: Each reported issue will be assigned a unique Ticket ID for easy tracking.
Status Notifications: Users will receive notifications for any updates on their ticket (e.g., in review, in progress, etc.).
Resolution Notifications: Users will be informed when their issue has been resolved.
How It Works
To report a bug using this new approach, clients have multiple options. As the first choice, clients can simply send an email to [email protected].
By doing so, the client will receive an automatic email confirmation with a ticket ID for further follow-up. The help desk system will automatically assign the email sender as the point of contact. All messages and notifications will be sent to the client using this address, and each communication within this email conversation will be linked to the same ticket ID.
Another optional method is to directly use the bug reporting web interface, which is available by either accessing the help center and choosing the "Report an Issue" item in the main menu, or by visiting the website directly.
Please note, when reporting an issue using the website, make sure to include a valid email address, as this will be used for any further communication, as described above.
Help Us Help You
When reporting a bug, providing detailed information can significantly expedite our response and resolution process. Below are some fields that can help us address your issue more effectively. These fields are not mandatory and won't appear on the web interface, but including them can be very helpful.
Version Number: Please note that the XDR server and the EDR Agents have different versioning. It's important to mention the specific version where the issue occurred. If you are unsure where exactly the issue is, you can ignore this field.
EDR Logs: For issues related to the EDR, attaching the relevant logs can provide valuable insights.
Screenshots and Videos: Any visual references, such as screenshots or videos, can help us understand the issue better.
You are welcome to attach any relevant files to your emails. These attachments will be included with the ticket number created for your report.
By providing these details, you can help us resolve your issue more quickly and efficiently.