Do I need a user account to your support portal to be able to file a support ticket?

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No. User account to the Rancher support portal (hosted on Zendesk) is not a necessary precondition to being able to file a support ticket. With an active subscription to a Rancher support plan, support tickets can be filed by simply sending an email to and continuing the correspondence via email.

User account to the support portal is for the purpose of being able to access all your tickets in one place in a secure way and interact with them. As well as, being able to access any knowledge base articles that are available to Rancher customers only.

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