This article offers a comprehensive guide on how to effectively utilize the Support Portal, including detailed instructions on creating and managing support tickets, accessing warranty information, and issuing warranty measurements for RMA devices.
Furthermore, by creating a MyZyxel account, you will gain seamless access to all Zyxel resources, such as MyZyxel.com, support.zyxel.com, and nebula.zyxel.com. If you are already registered on MyZyxel.com, you can use the same credentials to log in to support.zyxel.com.
- Go to support.Zyxel.eu
- Click on the sign in button (if you do not have an account, please register)
- Click "Contact Us"
If you are having problems with your device, you can go to “Contact Us” and then enter the serial number of the device, and click “Check”
- Phone Support - telephone assistance is only available to business users: +49 2405 8043000. You can find out how to become a partner from our article at the link: Zyxel Ally Program [Partner Portal] - How to claim your Partner Benefits
- Contact Sales / Pre-Sales - Please contact our sales and pre-sales support department for any questions. Note that the sales department can only provide information regarding the purchase process and a general technical overview of the equipment. If you have any technical questions, please reach out to the right technical support team.
- Submit request - The primary tool for contacting technical support is through submitting a support or RMA request. These requests can be for counseling, troubleshooting, or addressing specific issues. The system offers two types of requests: 'Support' and 'RMA'. Note: An RMA request should be submitted only if you are certain that your device has a defect. If you are unsure about a defect, you can open a support ticket. Our specialists will assist you in testing your device and, if necessary, issue an RMA.
After selecting the type of inquiry, 'Support' or 'RMA', you have to fill in the respective form. For 'Support' requests, specify the device model, serial number, and a detailed problem description. For 'RMA' requests, fill in all fields, including the correct delivery address, to ensure the replacement device is sent to the right location. You can read more detailed instructions on how to create an RMA appeal by clicking here: Zyxel Products [RMA] - Return and Replacement Services
- After that is done, we will get back to you normally within 24 hours.
Note: After creating a ticket, you'll see a confirmation message and be offered useful articles. If the articles answer your question, you can click "Yes, close my request" to close the ticket automatically.
How can I find my tickets in the Zyxel Support Portal?
You can track and access your support requests by clicking your profile icon in our Support Service Center on the upper-right side of any Help Center page, and then click "My activities"
- You can find all your support requests under "My Account" > "My Activities." To reply to a ticket, scroll down and click "add to the conversation. You'll also receive an email notification when there is a response, so you don't need to check manually.
Note! You will also get an email when you have a response, so you don’t have to check manually all the time.
Ticket status
All tickets have a certain status depending on the step the ticket is on, let's consider the most common ones.
- New - indicates that no action has been taken on the ticket. Once a New ticket's status has been changed, it can never be set back to New.
- Open - indicates a ticket has been assigned to an agent and is in progress. It is waiting for action by the agent. You can view all open tickets using the Open Tickets view.
- Awaiting your reply - indicates the agent is waiting for more information from the requester. You can view all tickets using the "Awaiting your reply" view. When the requester responds and a new comment is added, the ticket status is automatically reset to "Open".
- Solved - This status is unique as it can be set either manually or automatically under the following circumstances:
Ticket Closure and Solved Status:
- If a helpful article is found in the suggested list while creating a ticket, and you close the ticket, it will automatically be marked as "Solved."
- If a ticket is in the "Awaiting your reply" status for a long time without a response from the applicant, it will also be automatically marked as "Solved."
- Support staff can manually mark a ticket as "Solved" once no further assistance is needed.
Accidental Ticket Closure:
- If a support staff member accidentally closes a ticket, you can send a message within the ticket, and it will be reopened automatically.
Troubleshooting Portal Issues:
- Browser Compatibility: Ensure you're using one of the supported browsers (Chrome, Firefox, Safari, or Edge).
- Update Browser: Make sure your browser is up to date, and if problems persist, try using a different, up-to-date browser.
- Clear Cache: Clearing the cache and restarting your browser may resolve issues with the portal.