Confluent is continually evaluating ways to evolve both our world-class support services and the support systems used to deliver those services, in order to better guide our customers as they put their data in motion. We strive to balance the quality of support service delivery with the industry best practices, to keep your support ticket data safe and secure.
To that end, Confluent has recently made some changes that may affect the way in which you interact with the Confluent Support Portal, specifically related to ways in which file and inline attachments are managed on Confluent support tickets. Customers that have used our default file attachment methods, by uploading files via our integration with SendSafely, should see no significant change. SendSafely provides a full set of features – including file encryption, file expiry, access controls, and audit logging – that enable us to confidently manage your support ticket data. However, we have changed the way in which other types of attachments and screenshots can be associated with support tickets, to further enhance and improve the ways in which these files are stored, secured, and managed.
These changes will increase the number of scenarios in which customers will interact with Confluent via our Support Portal. If you have been interacting with Confluent Support teams via email only and are unable to log into the Support Portal, we recommend you reset your Support Portal password or request additional assistance through the same email channel you have previously used.
Additionally, some customers may have used alternative methods to attach files to support tickets, due to network restrictions that limited their use of file-sharing services like SendSafely. For those customers, we recommend reviewing our Required Access to Confluent Network Sites article to ensure that you are able to attach and view files shared through the Confluent Support Portal.
As always, we encourage all of our customers to only share the information that is absolutely necessary for Confluent to support you. When sharing information with Confluent Support via support tickets, including attaching files, please redact any sensitive information, such as credentials, API tokens, or other confidential information prior to posting updates to the ticket (or responding to ticket emails). This type of information is NEVER needed in order for Confluent Support to deliver support to you. In the event that you identify sensitive information on your support ticket, please contact the Confluent Support team as soon as possible, so that our teams can assist in redacting that content from the support ticket.
We look forward to continuing to deliver world-class support to guide you in your data in motion journey!