Welcome to the Red Canary Help Center! This is your one-stop shop for product documentation, supported solutions and troubleshooting, submitting and tracking your support requests, and interacting with product management via known issues and product ideas.
The Red Canary Help Center provides users with access to:
- Case submission
- You can submit new tickets to us from the Help Center, leveraging documented knowledge and solutions to enable faster resolution.
- Direct access to your existing support tickets with us
- You have a structured list of your tickets with us, organized by status, providing a more comprehensive means of communicating with Red Canary Support. You can comment, review, and even close tickets.
- Documented solutions
- Our Support team has been documenting hundreds of issues, questions, and clarifications in the form of support articles to help you get to resolutions quicker.
- Embedded view of the Status Page
- When there is an issue to be aware of with Red Canary, you can find it in a single place in the Help Center.
- Centralized information
- You can find your case information and all the help articles you subscribe to in a single place.
- Known Issues
- You have access to Known Issues we are currently working on, and can subscribe to for updates directly from Red Canary Product Management.
- Product Idea Portal
- Directly submit feature and functionality requests to our Product Management team via the interactive Product Idea Portal.
In this article:
Type of Support Required
Method to Best Receive Support
Need security assistance
Experiencing a known issue
Use the "This issue affects me" button to let us know
Experiencing a new issue
Would like to suggest a new feature request
Submit a new feature request into the Product Idea Portal
In order to access all the features and functionality of the Red Canary Help Center, click the Sign in button at top-right. If already logged in to Red Canary, you will be authenticated to the Help Center automatically via SSO with your Red Canary account.
NOTE: Sign in is required to access Known Issues, Product Idea Portal, and support requests.
If you aren’t already logged in to Red Canary, you’ll be prompted to enter your subdomain. This is what shows in the address bar when using Red Canary. For example, if my subdomain is “company”, it would show as https://company.my.redcanary.co. Learn more about how tenancy works in Red Canary here.
If you are a Red Canary IR partner, you may have access to more than one instance, which will be displayed. Choose any instance name to authenticate with your account.
Once signed in, your name (or email address if name is not added in your Red Canary profile) will show at top-right.
Your Red Canary Help Center profile contains the contact information mapped from your Red Canary account. To view your Red Canary Help Center profile
- Click your profile icon at top-right
- Click Edit profile.
- If this information needs updating or is incorrect, please do so from Red Canary, as this information is updated daily directly from your Red Canary profile. Learn more at setting up your Red Canary profile here.
- Click OK to close the profile window.
Create a support request
To create a new Support request (ticket):
- Make sure you are signed in to the Red Canary Help Center.
- Click Contact us at top-right, or go to https://help.redcanary.com/hc/en-us/requests/new.
- (Optional) Add CCs email addresses if you’d like other users from your organization involved in working the support request.
- Select the type of request from the How can we help you? Dropdown.
- For Security Assistance, select the type of assistance.
- For Technical Support or Feature Request, select the relevant Product for your issue or question.
- As you enter a Subject, a list of suggested articles in the knowledge base appears. You can click one of the articles instead of submitting the request, which may get you an answer more quickly.
- Enter a Description of your issue or question.
- (Optional) Let us know the Priority of the issue or question.
- Click Submit.
NOTE: if you need to add an attachment, please do so securely via the Share a File tool in Red Canary. This is best done after submitting the ticket, so our Product Support team knows what the file pertains to. Please note in the comments when sharing the file that it is for the recently submitted ticket.
Red Canary is always working on better ways to get help to our customers faster. One way we’ve done this is by creating hundreds of new Support articles, documenting known solutions for all types of issues and questions.
If none of the suggested articles shown below the Subject line were reviewed prior to submitting a case, a modal showing the most-relevant article will appear. Please review the article and let us know if that resolved your issue, or if you still need help.
- If the article resolves your issue, please click “Yes, close my request.”
- If the article did not address your issue, please click “No, I need help.”
Tracking your support requests
You can use the Red Canary Help Center to track your support requests. If you belong to multiple organizations, you can also change the organization for a support request when you view it in the Red Canary Help Center.
To track your support requests:
- Click your profile icon on the upper-right side of any page, and then click My activities. By default, the page displays all requests that you have submitted.
- To filter your requests by status, select a request status from the Status menu.
- Open is a ticket that's been assigned to a Technical Support Engineer (TSE) who is working to resolve it.
- Awaiting your reply is a ticket that's been assigned to a TSE, but the TSE is waiting for more information from you before resolving the ticket.
- Solved is displayed when work on the ticket is complete or a solution has been provided.
If you belong to multiple organizations, you can change the organization for a support request when you view details for that request in the details panel to the right.
Updating a support request in My Activities with a comment, CC, or organization
You can update any existing support request -- that is not closed -- with a comment.
You can also add CCs to an existing support request. And if you belong to multiple organizations, you can also change the organization for a support request when you view it in the Red Canary Help Center.
To update an existing support request:
- Click your profile icon on the upper-right side of any Red Canary Help Center page, and then click My activities.
By default, the My Activities page displays all requests that you have submitted.
- Click the link for the request you want to update.
- Add a comment to update the request.
- (Optional) You can add an email address to copy a user on the ticket.
- When you add a CC to an existing ticket, you must also add a comment.
- (Optional) If you belong to multiple organizations, you can change the organization for the support request.
- Click Submit.
Marking a request as solved
You can withdraw a request by marking it as solved. To ensure you have the answers or help you need, the request must be assigned to a TSE before you can mark it as solved.
To mark a request as solved:
- Click your profile icon in the upper-right side of any page, and then click My activities.
- Click the title of an open request to open it.
- Select the option on the lower side of the request to Mark as Solved.
The request must be assigned to a TSE. Otherwise, you do not have the option to mark it as solved.
- Enter any comment you want in the reply and click Add Reply.
Creating a follow-up to a solved request
You can reopen a solved request by creating a follow-up ticket.
To create a follow-up to a solved request:
- Click your profile icon in the upper-right side of any page, and then click My activities.
- Click All my requests in the sidebar.
- Click the title of a solved request to open it.
Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.
- Click the link on the lower side of the request to create a follow-up request.
- Complete the follow-up request and click Submit.
As a matter of transparency and building trust with our customers, Red Canary Product Support and Product Management publishes any Red Canary known issue as an article, available in the Known Issues section of the Help Center. Not all issues are posted to the Help Center, as some may not affect customers or were resolved too quickly to do so.
NOTE: Sign in is required to access Known Issues.
Timelines and ETAs on Fixes
The Known Issue life cycle includes triage, prioritization, work, and deployment. Red Canary Product Management or Product Support may provide updates or status on known issues, but does not provide any expressed or implied guarantee on a fix.
Red Canary Product Management will provide updates to the status of Known Issues by updating the article comment and posting a comment for email notification to all subscribers.
Relevant Known Issue statuses include:
- In Review - the issue has been documented and validated by Product Support, and is currently in triage and prioritization by our Product Management team
- In Progress - our Engineering team is working toward a fix
- Completed/Fixed - the issue has been resolved, and the fix has been deployed to Red Canary
- No fix available - Red Canary Product Management has determined that a fix for this issue is not possible
- No fix but workaround is available - Red Canary Product Management has determined that a fix for this issue is not possible, but a documented and validated workaround is available for use to avoid/mitigate the issue.
This issue affects me
In the event that you come across a Known Issue article that describes the issue you've been experiencing, you can easily and quickly report the issue to Red Canary Support via a new support request. We have made it easy to do so with the "This issue affects me" button.
To report when a Known Issue affects your or your users:
- From the Known Issue article, click the This issue affects me button. You will be redirected to the new request form, but the form will have some values pre-populated to make it easy to report an issue.
- Add any CC's as appropriate.
- Select the Product affected.
- Add any necessary context to the Description field.
- Click Submit.
Once we receive the support request, our Product Support team will inform Product Management that you are affected by the issue. Our team will also ensure you are following the article for future updates, then close out the support request. You will see the closed support request under My Activities in Help Center, and you'll also see the article under the Following tab.
Following a Known Issue article
In the Red Canary Help Center, you can follow individual Known Issue articles, which will be updated and commented on by our Product Management team. This is the best, easiest, and quickest way to stay informed on issues that affect you and your team using Red Canary.
Our Product Support team will subscribe you to any Known Issue article relevant to issues you report. Instead of having to follow-up with a Technical Support Engineer (TSE) to get updates on issues, the Known Issue article will have all the information and updates needed, along with relevant comments directly from our Product Management team.
To follow a Known Issue article that is affecting you and your team:
- From the Red Canary Help Center home page, Sign in using your Red Canary account
- Click the Known Issues section
- Navigate to the article.
- Click Follow on the right side of the page.
You will receive email notifications for any new comments on the article made by our Product Management team, or any relevant and approved update from another Red Canary customer.
Stop following a Known Issue article
- In the article, click Unfollow.
The button changes to Follow, indicating that you are not currently following the post.
Viewing and managing your subscriptions
You can view and modify all the articles you are subscribed to in the Red Canary Help Center in one place. You must be signed in to manage your subscriptions.
To manage your subscriptions:
- Click your profile icon on the upper-right side of any page, and then click My activities.
NOTE: Sign in is required to see the My Activities area under your profile.
- Click Following.
- Make any changes to your subscriptions.
Unsubscribing removes the subscription from the page.
Product Idea Portal
The Red Canary Product Management team is always looking for better ways to collaborate with customers. To that end, we have made the Red Canary Product Idea Portal available, where opportunities and work items will be displayed across their development stages (Under Consideration, Planned, In Flight, Released).
This board will show new features we're considering and tracking. Red Canary users are encouraged to add insights and supporting information to these items.
Submit an idea
Submitting an idea for a new feature or functionality in Red Canary is best done via the Product Idea Portal. You can directly provide your use case, description of how it would help you, or other relevant details directly to Product Management.
If you have a problem, question, or issue with Red Canary, please submit a new request.
To submit an idea to Red Canary for future consideration:
- Sign in to the Red Canary Help Center.
- Click Product Idea Portal.
NOTE: Sign in is required to access Product Idea Portal.
- Click the Submit Idea button at top right.
- In the text field, write out a full description of your feature request in as much detail as possible. We want to know:
- What would you and/or your company like to be able to do?
- How and why would that help you and/or your company?
- Critical: Reserve critical for those features whose absence are likely to lead directly to discontinuing use of the product or a severely impaired product experience.
- Important: For features that could represent a major opportunity or solve a significant pain point that significantly alters how much value you can get from the product.
- Nice to have: In many cases users reach out with cool ideas that would be nice to have but won't make or break their experience with the product.
During an incident or outage, a notice will display across the top of the Customer Help Center, indicating an issue. Click the link to view the Red Canary Status page for details and to subscribe to updates.