> For the complete documentation index, see [llms.txt](https://docs.expel.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.expel.io/support/how-to-reach-us/technical-support.md).

# Technical Support

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

{% hint style="info" %}
For AWS Cloudtrail Errors, be sure to review [Troubleshoot AWS CloudTrail Errors](/connect-your-technology/a-c-integrations/amazon-aws/aws-cloudtrail/troubleshoot-aws-cloudtrail-errors.md) as a first step.
{% endhint %}

## Email <a href="#h_01hzskr8r6ff43cwyhxz2r5hqf" id="h_01hzskr8r6ff43cwyhxz2r5hqf"></a>

Send an email to <support@expel.com>.

## Workbench <a href="#h_01hzskxdbmx9sh80f08c6743kj" id="h_01hzskxdbmx9sh80f08c6743kj"></a>

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.&#x20;

<div align="left"><figure><img src="/files/D9KP2q2FjczOmmGOCKWZ" alt="Submit a ticket in Zendesk button in Workbench." width="265"><figcaption></figcaption></figure></div>

## Slack/Teams

Expel supports [message syncing](/workbench-setup/notifications/manage-threaded-notifications-in-slack-or-teams.md) 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.&#x20;

* 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.&#x20;
* The responses that Expel adds in Zendesk will also be threaded within Slack/Teams.

{% hint style="warning" %}
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.
{% endhint %}

<div align="left"><figure><img src="/files/QXPW2m3Af8lBa28EOtTf" alt="An image showing an initial question, and the option to select Open a support ticket." width="375"><figcaption></figcaption></figure></div>

<div align="left"><figure><img src="/files/vdPEDaIIDGMi2WC8ap5V" alt="An image of the support ticket form." width="324"><figcaption></figcaption></figure></div>

<div align="left"><figure><img src="/files/vbj7HX5piPLC6356KY0Y" alt="An image showing Ruxie confirming the ticket creation in Zendesk." width="375"><figcaption></figcaption></figure></div>

### 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.

<figure><img src="/files/i5PqRbCgNCSMY0JMnnNg" alt="An image showing where to find the Reply in thread link for an Investigation."><figcaption></figcaption></figure>


---

# Agent Instructions
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