Technical Support

If you need technical support you can reach us via email, our Support page, Workbench, Slack, or Microsoft Teams.

For AWS Cloudtrail Errors, be sure to review Troubleshoot AWS CloudTrail Errors as a first step.

Email

Send an email to [e-mail].

Expel Support Page

Visit support.expel.io and select Submit a Support Ticket.

Workbench

Select Submit a ticket in Zendesk under your profile in Workbench. You may use Zendesk to send additional messages to Expel and to view updates on your support request.

Slack/Teams

Expel supports message syncing between Slack/Teams and Zendesk/Workbench. Message syncing is currently available for Incident notifications, Investigation notifications, and support ticket notifications.

General Tech Support

Use @Ruxie and choose the Open a support ticket option to access the support ticket form. This will create a Zendesk ticket and also provide a link to it.

• You can add additional information or ask for updates by threading a response to the Ruxie message.

• Your threaded responses will be added as comments to the Zendesk ticket.

• The responses that Expel adds in Zendesk will also be threaded within Slack/Teams.

The on-demand investigation button currently takes you to Workbench; performing this action directly from Slack/Teams is on the roadmap. Remember that support for on-demand investigations varies based on your license and must be covered under your managed detection and response (MDR) contract.

SOC Support

Thread a response to any Investigation Created or Incident Created notification from Ruxie that contains Reply in thread to send comments to Workbench.

• Your message will be added as a comment directly to the Investigation or Incident in Workbench.

• You can also share a file this way, and it will be added as a comment to the Investigation or Incident.

• Any SOC comments added in Workbench will also be threaded within Slack/Teams.