Come test out the new Duo Help Center and the ticket portal!


#1

To more effectively provide a world-class support experience for our customers, Duo is launching a new Help Center. The Help Center, located at help.duo.com, will serve as the new home of the Duo Knowledge Base (KB) and support ticket management portal.

All pre-existing knowledge content has been moved to the Help Center and all new content will be published there. The support ticket management portal allows administrators to submit tickets to the Duo Support Team. Customers can update ongoing cases at any time and see a comprehensive record of their support cases. You will also be able to provide feedback on closed support cases to help us improve your overall experience and view satisfaction surveys that have already been filed.

While the KB side of the Help Center will be fully public, the ticket portal can only be accessed and utilized by the listed Duo Admins of Business, Enterprise, and Platform Edition customers. The ticket portal is currently in a closed beta phase and we would love to get customers involved in the testing process. If you’re a current Duo customer interested in participating in the closed beta, please reply here or send me a private message and we will get you up and running ASAP.

Some FAQs about the Help Center and the ticket portal:

How will different administrator roles work in the ticket portal?
All Duo Admins of a given company with the “Admin” or “Owner” role can see the support tickets filed by other Duo Admins at their organization. Admins with other roles will only be able to see tickets they have filed themselves. Read more about Administrative Roles.

Will this require a Duo login?
During the private beta, the ticket portal will be accessed using separate credentials. Accessing the Knowledge Base will never require administrator credentials. When the Help Center is formally launched, accessing the support ticket management portal will utilize a Duo Admin login and be handled as a seamless SSO experience.

How should I use the Help Center and ticket portal?
We want to have a chance to watch you use the platform and get your feedback on it. During the beta, please file any cases you would normally send to support@duo.com via the “New Case” option in the My Support Cases section of the Help Center. Feedback can be provided by emailing helpcenter@duo.com.


Access to support.duo.com to review and submit cases
#2

How does one join the beta?


#3

Hi Leonard,

Please shoot us an email at helpcenter@duo.com with the admins you’d like to have access to the beta and we’ll get you started!


#4

This is a great news, however being duo customers for over 3 years I was not even offered the option to sign for this beta…Any idea how this beta was offered?


#5

Hi Avs,

Invitations were sent directly to a small number of customers to make sure we accounted for different user scenarios as well as offered in the post above. We’ll be reaching out about your concerns here and elsewhere.


#6

So when is it going into GA?


#7

Your CSM is available for more info if needed, but GA for the ticket portal functionality is scheduled for Q4.


#8

This feature has now been released for all paying Duo customers!

Read more here: https://duo.com/blog/announcing-the-duo-help-center-ticket-portal