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If your organization has a Firefox Professional Support subscription, you can submit private support requests directly to Mozilla through the Firefox Enterprise Support page.
This article explains how to create a support ticket, where to find your submitted requests and how to continue the conversation with Mozilla Support.
Table of Contents
Submit a support ticket
- Go to the Firefox Enterprise Support page.
- Sign in to your Mozilla account associated with your organization.
- Within the Partner Support section on the homepage, select the Contact Support button.
- This will take you to the support request form. Complete all required fields listed in the chart below.
- In Tell us more, describe your issue and include any information that will help Mozilla understand and investigate the problem.
- Select Submit.
| Status | What it means |
|---|---|
| What do you need help with? | (select from dropdown) |
| What is the impact to your org? | (select from dropdown) |
| What operating system does your device use? | (select from dropdown) |
| What update channel are you using? | (select from dropdown) |
| How are you distributing policies? | (select from dropdown) |
| Subject | (type your response) |
| Tell us more | (type your response) |
Your request is sent directly to the Firefox Professional Support team. After submitting your ticket, you'll receive a confirmation email.
View your support tickets
You can view all of the support requests you've created.
- Sign in to your Mozilla account through the Firefox Enterprise Support page.
- Move your cursor of your profile avatar in the upper-right corner.
- Under My profile, select My questions.
- Select the Direct Support tab.
From there, you can access any support request you've created.
Reply to a support ticket
You can continue working with Mozilla Support in either of these ways:
- Reply directly to the support email notification.
- Open the ticket in your Mozilla account on the Firefox Enterprise Support page and reply from the ticket. You can access your ticket history by moving your cursor over your avatar in the upper-right corner and clicking My questions.
Reopen a closed ticket
If your support ticket has been closed but you need additional assistance, you can reopen your own ticket within 48 hours of closure. You can do this by replying to the support ticket following closure using the steps in the previous section.
After 48 hours, submit a new support ticket if you need further assistance.
Understand support ticket statuses
As your support request progresses, its status changes to reflect where it is in the support process.
| Status | What it means |
|---|---|
| New | Your support request has been received and is waiting to be reviewed by Mozilla. |
| Open | Mozilla is actively reviewing or working on your request. This status may also appear after you've replied to a ticket and Mozilla is preparing a response. |
| Pending | Mozilla is waiting for additional information from you before work can continue. Reply to the ticket or the support email with the requested information. If no reply is received, the ticket will automatically move to Solved after 72 hours. You'll receive a reminder 48 hours before this happens. |
| Solved | Mozilla believes your request has been resolved or has provided a solution. If you need additional assistance, you can reply to the ticket within 48 hours to reopen it. |
| Closed | The support request has been permanently closed and can no longer be reopened or edited. If you still need assistance for the same issue, create a new support ticket.
|
Ask the Firefox Enterprise community
If you have general Firefox Enterprise questions, you can ask the Firefox Enterprise community for help.
The community is a public discussion forum where Firefox Enterprise users can share knowledge and best practices. It is not the same as Firefox Professional Support.
Use the community for:
- General Firefox Enterprise questions
- Deployment discussions
- Best practices
Do not post:
- Direct support requests
- Contract or subscription questions
- Sensitive support information or personally identifiable information (PII)
Access the community from the support page
- Go to the Firefox Enterprise Support page.
- Sign in to your Mozilla account.
- In the Partner Support section, select Contact Support.
- On the right side of the page, under Ask the community, select Continue.
You'll be taken to the Firefox Enterprise Community Forum.
Access the community from the navigation menu
You can also access the community directly from your account:
- Go to the Firefox Enterprise Support page.
- Sign in to your Mozilla account.
- Move your cursor over Community Forums at the top of the page.
- Under Browse by product, select View all forums.
- Select Firefox Enterprise Community Forum.
