User type: Both Personal and Organization users
The Support Page is where users can efficiently find solutions to their issues. Whether through interacting with the AI Chatbot (Ozzy), submitting a case, or manage cases, this feature of My OPSWAT Portal is designed to streamline your support experience.
This guide walks you step by step through every feature so you can resolve issues and keep your operations running smoothly.
To access this page, click Support item on the left menu
1. Chat with AI Assistant (Ozzy)
AI Assistance is Enabled
When AI Assistance is enabled, you can either click the Start Chat button in the Ozzy AI Assistant banner or Ask Ozzy button in the top-right corner. The chatbot dialog expands, and you can continue the conversation to find what you need.
The AI assistant can help with:
- Solutions to common issues.
- Links to relevant resources, such as documentation or FAQs.
- The option to escalate and submit a case.
Be specific about your product and describe any error messages
AI Assistance Is Disabled
If AI Assistance is disabled, the Ozzy AI banner is hidden on the Support landing page, and the chatbot button in the top-right corner changes to Chat Support. Any new chat connects you directly to a support agent without AI triage.
It may take longer to process requests or receive a response with support agent. AI assistance helps answer questions faster and resolve common issues automatically.
2. Human Chat Assistance
You can also connect with an OPSWAT support agent in real time, with a case automatically created in the ticketing system.
- Open the chatbot via the Ozzy AI Assistant banner or the chatbot button in the top-right corner.
- Enter "Transfer to Agent" or "I would like to speak with an agent".
- A support case is created as a record of the interaction for proper follow-up.
- End the chat by typing "end chat" and clicking yes on the confirmation dialog.
If AI Assistance is disabled, any new chat connects you directly with a support agent, so you won’t need to request a transfer.
3. Support Plan & Contact Information
- Support Level Badge and Account number: Your organization's current support level (e.g., Silver, Gold). Details of different support levels please see here
- Customer Support Contacts: Key contacts from OPSWAT whom you can reach out for support and a list of regional support phone numbers based on your organization's support level.
4. Initial Response Time
When clicking "Submit Case" button, you’ll see Response ETA Notice based on your support plan, allowing you to set clear expectations and manage issues effectively.
Chat or Case: Choose to continue the AI chat or click Submit a Case to open a ticket.
5. Submit a Support Case
Press the Submit a Case button to create a support case through a guided form.
👉 View the full Submit a Case guide →
6. Case Summary List
A status summary bar that gives you an instant view of what needs action and what's been escalated.
7. Manage Your Cases
The Support Cases list provides an organized view of: My Cases, Organization Cases, Partner Cases, Customer Cases, and False Detection Submission .
Your available tabs depend on your account type and permissions:
| Tab | Who can see | What It Shows |
|---|---|---|
| My Cases | All users | Cases you personally submitted |
| Organization Cases | Organization members with permissions | Cases submitted by other users from your organization |
| Partner Cases | Customer organization members with permissions | Cases submitted by partners on behalf of your organization |
| Customer Cases | Partners with permissions | Cases submitted for customers, by yourself and other users from your organization |
| False Detection Submissions | All users | Auto-created cases from false detection reports |
👉 Go to full case management guide →
8. Resources
Resources section provides links to documentation and other resources:
