Get MSP support

If you require assistance with managing customers, devices, or licenses, or encounter any issues with the Knox MSP Portal, you can submit a support ticket to reach out to our global Knox support team.

How to get support

You can submit a support ticket in two ways:

• From the Knox MSP Portal, click , then under Customer support, click Submit/View support tickets.
• From the Knox Partner Program console’s Support page.

What to provide

To resolve your issue as quickly as possible, be prepared to collect the following information:

Knox MSP Portal info

• MSP ID. See Navigate the Knox MSP Portal to learn how to find your MSP ID.

Device info

• A device dumpstate log. See Get the dumpstate log to learn how to get a log from your end-users’ devices.
• Device information:
  • Android version
  • Build number
  • Kernel version
• SIM card information
  • Mobile network status
  • Signal strength
• Wi-Fi information
  • Wi-Fi network status
  • Signal strength

View your support tickets

You can view your support tickets on the Knox Partner Portal as well as in the Open support tickets panel on the Dashboard. See Use the dashboard for details.

Access support resources

The MSP Portal includes links to this documentation as well as release notes, how-to videos, FAQs, and knowledge base articles. Support resources can be found under Resources when you click in the top right corner of the portal.