This article details how to submit a support case to Devicie
You can open a case with Devicie support through our product portal https://app.devicie.com
Once logged in, navigate in the top right corner to the help bubble and click on "Open Support Case"
If you receive a "403" error page, it is because you are not added as a Devicie user for your organization. You will need to be added to the security group that manages Devicie access. Open a case with your Intune administrator so they can provide you access.
There are 4 types of cases that you can submit, depending on the nature of the issue:
Case Type: General
The general request is for feature suggestions or general questions. You can use this form to request a new knowledge base article for example or request a call from our support staff. You can also use this form to request access to existing applications on your company catalogue.
Case Type: Application Packaging
Using this form, you can request applications to be added to your company portal. You can select from a list of existing applications on the Devicie portal or you can request for a completely new application to be packaged and deployed to your company portal.
See our full app catalog list here.
When submitting a request for an application you can either select an existing application from the drop down menu or select a new application (first option) if the application does not exist in the drop down.
We will ask several questions about the application such as install flags, and the location of the installer. This is so that we can package the application so that it is ready to deploy in your specific environment.
Case Type: Change Request
This form allows you to put in a trackable request for changes to your Intune environment, such as:
- Application assignment
- Autopilot profiles
- Configuration profiles
- Enrollment status page (ESP)
- Windows update rings
Case Type: Incident
New incident is used when a user or many users are encountering an issue related to Devicie products. Issues could be related to one or many applications, affecting one or more users and/or related to permissions set by Devicie on the device.
This case type will inform our on-call staff of a customer emergency.