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Cloudaware Service Desk Portal

This guide documents the Cloudaware Service Desk Portal, a customer-facing portal to submit and track support requests.

The Cloudaware Help Desk Portal is the primary web interface for customers to:

  • Report incidents, outages, and suspected defects.
  • Request configuration changes, feature guidance, and general assistance.
  • Request new features and integrations.
  • Track ticket status, review responses, and add updates or attachments.

Access​

Cloudaware automatically provides access to the Help Desk Portal during onboarding.

  • Cloudaware users can log in to the Help Desk Portal via the Cloudaware Control Hub (Launcher) app Cloudaware Support.
  • If you cannot access the portal, contact Cloudaware support at support@cloudaware.com or your dedicated account manager to check on or request access.

Tickets​

When you open the Help Desk Portal, first choose the ticket type that matches your need: Report an issue, Service request, or New Feature Request.

Report an Issue​

Use this when something is broken or not working as expected.

Examples:

  • You cannot log in
  • The Cloudaware module or integration is inaccessible
  • Data processing is delayed
  • Notifications or scheduled reports are missing
  • Connectivity or performance problems

Fill in:

  • Summarize the problem: one-line issue title
  • Summary: details of what happened, when it started, and any error messages
  • Category: select the issue type that best matches your problem:
    • Agent Software Installation
    • Cloud Provider API Throttling
    • Delay in data processing
    • Failed Integration Status
    • Host System Performance affected by Cloudaware
    • Login or Access Control Issues
    • Missing notifications or scheduled reports
    • Product Module Inaccessible
    • TunHub Network Connectivity
    • UI or Performance issues
tip

Include affected module/capability/feature, time of issue, screenshots, and steps to reproduce.

Service Request​

Use this type when you need something to be provided, changed, or enabled.

Examples:

  • Access request
  • New setup or configuration
  • Enablement of a feature already available
  • General admin/support assistance

Fill in:

  • Summary: short request title
  • Description: what you need, for whom, and any deadlines
  • Priority: choose from Lowest to Highest based on urgency
  • Impact: select whether it affects Only Me, Multiple Users, or Everybody
tip

Be specific about the requested outcome, affected users, and business impact.

New Feature Request​

Use this when you want Cloudaware to add or improve product functionality.

Examples:

  • New dashboard/report capability
  • New workflow automation
  • Product enhancement
  • Missing functionality needed by your team

Fill in:

  • Summary: short name of the requested feature.
  • What business problem are you trying to solve: describe the challenge today.
  • What result would you like to achieve: explain the expected outcome.
  • Time sensitivity: choose Time critical, Expecting soon, or Nice to have.
tip

Focus on business value, affected users, and measurable benefit rather than only the feature idea.