My OPSWAT Portal v2025.1.1 brings a comprehensive revamp of the Support Page. We have meticulously redesigned every touchpoint of the support experience, ensuring greater usability, efficiency, and satisfaction for all users. Additionally, this update introduces enhanced User and Role Management capabilities for organizations with sub-organizations.
Enhanced User-Centric Interface
The new Support Page design prioritizes clarity, accessibility, and information hierarchy with:
- Easy-to-navigate layout that guides you effortlessly through the support process
- Consistent experience across all user roles
- Centralized hub for all your support needs
Whether you are a customer or a partner, you will find relevant content and enjoy a more engaging support journey.
AI-Powered Support Assistant
Our Support Page features an AI chatbot that provides immediate, context-aware assistance tailored to your needs. This feature help users to:
- Get instant answers to the questions, product related issues, and self-service
- Access relevant knowledge articles
- Reduce the need to submit tickets
When users still require assistance, the chatbot smoothly guides you through our enhanced case submission process.
Improved Support Process
Submitting support tickets is now clearer and more efficient, thanks to enhanced capabilities and an intuitive step-by-step form.
New Capabilities
- Partner ticket submissions for clients: A new option that allows partners to log tickets on behalf of their clients or associated organizations.
- Context-aware knowledge-based article: Users are presented with relevant articles based on the case details, allowing them to potentially resolve the issue on the spot and save time by avoiding unnecessary case submissions.
- Platform-specific fields: User can specify the platform (e.g., Windows, Linux, macOS, Kubernetes) where the issue is occurring.
Enhanced Submission Form Interface
- Visual product selector with icons: User now can choose the relevant product from the list of icons.
- Issue categorization for faster resolution: Now users can select the appropriate issue category (e.g., configuration, installation, unexpected behavior).
- Smart dropdown menus for license Key and Product Version: Users have options to select the correct information from the dropdown menus or manually input the details.
These improvements streamline the support process in two key ways: by helping users provide more accurate case information upfront and enabling self-service resolution.
Effortless Users and Roles Control
Previously, managing users and roles for organizations with sub-organizations was a time-consuming task, requiring constant switching between organizations to track users or verify roles. By integrating users and roles within the main-sub organization structure, this release simplifies the workflow for administrators allowing them to manage user permissions and roles across all organizational levels.
The Users tab provides a clear, structured view of all users across your main organization and sub-organizations. Authorized users can now quickly search, filter, and manage users without jumping between screens.
With RBAC (role-based access control), organizations have granular control over user access rights at each organizational level. With the inheritance of roles and permissions through the organizational hierarchy, managing roles for sub-organization has never been easier. Creating and assigning roles are now streamlined and customized to match the exact security needs, while maintaining robust security. This enhanced RBAC system significantly reduces administrative overhead while strengthening your security posture through consistent and controlled access management.
Get the Most Out of Support Today
Ready to level up your OPSWAT experience? Log in today to experience the updates firsthand.
New user? Register for free to discover a smarter way to manage your OPSWAT products and support needs with My OPSWAT Portal v2025.1.1.
Check out our detailed instructions in the release notes.
