Creating tickets | FortiCare (2024)

You can create new tickets using the New Ticket button. You can create a ticket request for:

• Technical support ticket

• Customer service ticket

• DOA/RMA ticket

• Anti Virus ticket and FortiGuard Service

• Fortinet Converter ticket

Technical support ticket

You can submit a technical support tickets for help with technical issues.

To create a new Technical Support ticket:

1. Go to All Tickets.

2. Click New Ticket. The Choose a Request Type dialog opens.

   

3. Hover over Technical Support Ticket and select Submit Ticket.

   If you select Start web chat, you will be redirected to the Technical Web Chat page. See Technical web chat.

   The Basic Info page opens.

   

4. Enter the Product Info and click Go. If the serial number is accepted, Contact Info and Ticket Info fields are displayed.

   

5. Enter the necessary information in the Contact Info and Ticket Info sections.

6. Click Next. The Ticket Visibility pane opens if using a Partner user account.

7. Select who you would like to have permission to view the ticket and click Next. The Comment page opens.

   

8. Enter the suggested information in the Comment field.

9. Click File Upload and select the file format.

10. After your files have finished uploading, click Next. The Preview page opens.

    

11. Click Next. The Complete page opens.

    

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12. Review the ticket number and information and click Done.

You can also access a web chat service for answers to general technical questions about Fortinet Inc. products and services.

Customer service ticket

You can submit a customer service ticket for help with contract and account management questions. You can also start a live web chat session for small questions.

To create a new Customer Service ticket:

1. Go to All Tickets.

2. Click New Ticket. The Choose a Request Type page opens.

   

3. Hover over Customer Service Ticket and select Submit ticket.

   

   The Basic Info page opens.

   

4. Enter the required information in the Product Information, Contact Info, and Ticket Information sections.

5. Click Next. The Ticket Visibility pane opens if using a Partner user account.

6. Select who you would like to have permission to view the ticket and click Next. The Comment page opens.

7. Enter the suggested information in the Comment field.

8. Click File Upload and select the type of file to upload.

9. After your files have finished uploading, click Next. The Preview page opens.

10. Click Next. The Complete page opens.

    

11. Review the ticket number and information and click Done.

To open a web chat session:

1. Go to All Tickets.

2. Click New Ticket. The Choose a Request Type dialog opens.

   

3. Hover over Technical Support Ticket and select Start web chat.

   

   The Customer Service Web Chat Request opens.

   

4. Select the type of user you are and click Next.

   If you select A Government User, an additional prompt is displayed. If you are a U.S. Federal Government end user, follow the instructions in the prompt to access Fortinet Federal Customer Support. If not, select No, just proceed.

5. Enter the details of your web chat request.

   

6. Click Start Chat.

DOA/RMA ticket

Submit a DOA/RMA ticket to report defective products or to receive a hardware replacement.

All DOA/RMA tickets will appear in the Tickets page list as an RMA ticket at first. After being review by Fortinet Inc. Customer Service, if it determined to be a DOA ticket, the Request Type will change to DOA after processing.

To create a new DOA/RMA ticket:

1. Go to All Tickets.

2. Click New Ticket. The Choose a Request Type page opens.

   

3. Select DOA/RMA Ticket and click Next. The Basic Info page opens.

   

4. Enter the Product Info and click Go. If the serial number is accepted, Contact Info and Ticket Info fields are displayed.

   

5. Enter the required information in the Contact Info, and Ticket Info sections.

6. Click Next. The Ticket Visibility pane opens if using a Partner user account.

7. Select who you would like to have permission to view the ticket from the Ticket Visibility list and click Next. The Shipping Info page opens.

   

8. Enter the shipping information in the Ship To section.

9. If the billing address is different from the shipping address, select Different from "Ship To" and enter the billing information.

10. Select the appropriate information from Defective Product Info and RMA Contract and Service Transfer.

11. Click Next. The Comment page opens.

12. Enter the suggested information in the Comment field.

    Additional information is required in the Comment field if you are intending to create a PRMA ticket. See Requesting PRMA tickets for more information.

13. Click File Upload and select the type of file to upload.

14. After your files have finished uploading, click Next. The Preview page opens.

15. Click Next. The Complete page opens.

    

16. Review the ticket number and information and click Done.

Requesting PRMA tickets

To initiate a Premium RMA (PRMA) request with Fortinet Inc. Customer Service, you must:

• Confirm the shipping address. See Ticket details.

• Provide the following mandatory information in the Comments field when creating a DOA/RMA ticket:

  Primary contact	Provide the name, phone number, and email of the primary contact. The primary contact must be Onsite.
  Secondary contact	Provide the name, phone number, and email of a secondary contact.
  Site restrictions	Provide any site restrictions, such as business hours and days of availability.
  Special requirements	Provide any special details required to complete the delivery or to allow the engineer to enter the site, such as an inbound ticket number or access pass.

  See DOA/RMA ticket for information on how to create a DOA/RMA ticket.

Anti Virus ticket and FortiGuard Service

Submit an antivirus or FortiGuard service tickets for your product or to report a false detection.

To create a new Anti Virus ticket:

1. Go to All Tickets.

2. Click New Ticket. The Choose a Request Type page opens.

   

3. Hover over Anti Virus Ticket/FortiGuard Service and select Submit Anti Virus Ticket.

   

   Select FortiGuard Service Ticket to be redirected to the FortiGuard contact page.

4. Click Next. The Basic Info page opens.

   

5. Enter the required information in the Product Info, Contact Info, and Ticket Info sections.

6. Click Next. The Ticket Visibility pane opens if using a Partner user account.

7. Select who you would like to have permission to view the ticket and click Next. The Comment page opens.

8. Enter the suggested information in the Comment field.

9. Click File Upload and select the type of file to upload.

10. After your files have finished uploading, click Next. The Preview page opens.

11. Click Next. The Complete page opens.

    

12. Review the ticket number and information and click Done.

Fortinet Converter ticket

To create a new Fortinet Converter ticket:

1. Go to Tickets.

2. Click New Ticket. The Choose a Request Type page opens.

   

3. Select Fortinet Converter Ticket. The FortiConverter Service Portal page opens.

   

4. Create a ticket on the FortiConverter Service Portal.