> Source: [sk183149](https://support.checkpoint.com/results/sk/sk183149)

# sk183149 - How to Submit and Manage Tickets with Check Point Harmony Email & Collaboration Support Team

| Property | Value |
|----------|-------|
| Solution ID | sk183149 |
| Date Created | 2025-02-17 |
| Last Modified | 2025-02-19 |
| Technical Level | General |
| Products | Email Security |
| Versions | Cloud |

## Solution

### What Is Needed When Opening a Ticket?

Before raising a support ticket, collect this information for a smooth and quick resolution.  

1. The backend logs are available for a limited time, so it's essential to report issues as soon as they occur.
2. Tenant/Portal Name: Specify whether it is a Check Point or Avanan portal to help locate it quickly.
3. Issue Details: Provide specific examples of the issue or affected messages using any of the following methods:  
   1. **Browser URL:** Provide the URL from the address bar, which typically ends with specific identifiers preceded by the tenant name.  
      * For example: email/office365_emails_email/9b6983558c4139ce0efd23a2783b58dc
   2. **Message ID:** Find the message ID in the message detail view and include it for reference.![](https://sc1.checkpoint.com/sc/SolutionsStatics/NEW_SK_NOID1739715217533/message id202502161650446.png)
   3. **Mail Trace:** If the issue involves a specific message, a mail trace is required. To generate a mail trace, click [here](https://learn.microsoft.com/en-us/exchange/monitoring/trace-an-email-message/run-a-message-trace-and-view-results#view-details-about-a-specific-message-less-than-7-days-old).
   4. **Expected Behavior:** Describe the expected behavior.
   5. **Current Behavior:** Explain the issue in detail with relevant examples and attach screenshots if necessary.

### How to Open a Ticket?

You can open a support ticket using the following methods:  

1. **Via Email:** EmailSecurity_Support@checkpoint.com
2. From the Harmony Email \& Collaboration Administrator Portal:
   1. Log in to the Infinity Portal and access the Harmony Email \& Collaboration Administrator Portal.
   2. Click the **Help** icon at the top right corner and select **[Contact Support](https://avanan.atlassian.net/servicedesk/customer/portal/5/group/21/create/57)** .  

      ### ![](https://sc1.checkpoint.com/sc/SolutionsStatics/NEW_SK_NOID1739715217533/HEC support2202502161636215.png)

3. If you use Avanan Portal, you can use**[Avanan Support Center](https://avanan.atlassian.net/servicedesk/customer/portals).**

### Ticket Template

* Tenant name:
* MSP name:
* Specific message (If applicable):
* Expected behavior:
* Current behavior (with examples and screenshots):

### How to Review Open Tickets?

The system sends ticket responses via email, and you can reply directly through email. If you experience issues receiving emails, access your tickets through the [Check Point Support Center](https://avanan.atlassian.net/servicedesk/customer/portal/5/group/21/create/57)/[Avanan Support Center](https://avanan.atlassian.net/servicedesk/customer/portals).  

### How to Escalate a Ticket?

To escalate a support ticket directly, select **Escalate to Management Team** option in the ticket. The system prompts a message, allowing you to provide additional information for escalation to the management.

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# Agent Instructions

This content is from the Check Point Support Center (https://support.checkpoint.com), the official knowledge base for Check Point cybersecurity products.

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