Configuring User Access to Support and Logging for the Zscaler App


Configuring User Access to Support and Logging for the Zscaler App

With the Zscaler App, you can allow users to:

  • Request support for the app by clicking Report an Issue. You can specify whether their request goes only to your organization's support admin or whether it also goes directly to Zscaler Support.
  • Access logging controls. Users can export logs as a text file, clear logs, and change the logging mode. However, note that logs are always ecrypted, and only Zscaler can access the content of the logs. 

Your users can access these features from the More window of the app and the tray icon menu, as shown in the images below.

Screenshot of the More window of the Zscaler App and the app tray icon menu

About User Access to Support

From the Zscaler App portal, you can enable one of the following support options:

When users send a Report an Issue form from the Zscaler App, an email containing the form data and an attachment of the logs in encrypted form is sent to your organization's support admin and anyone else copied in the CC field. Only Zscaler can decrypt the logs.

You specify the email address for your support admin during configuration. Also, if you hide logging controls from the user, the CC field is not displayed. To learn more, see Configuring Zscaler App Support and About User Access to Logging Controls.

Screenshot of the Zscaler App Report an Issue form

When users send a Report an Issue form from the Zscaler App, an email containing the form data and an attachment of the logs in encrypted form is sent to your organization's support admin and anyone else copied in the CC field. In addition, a support ticket containing the form data and an attachment of the logs in encrypted form is automatically sent to Zscaler Support. Only Zscaler can decrypt the logs.

You specify the email address for your support admin during configuration. Also, if you hide logging controls from the user, the CC field is not displayed. To learn more, see Configuring Zscaler App Support and About User Access to Logging Controls.

About User Access to Logging Controls

From the Zscaler App portal, you can choose to show or hide logging controls for users. If you keep logging controls visible on the Zscaler App, your users can do the following:

In the Report an Issue window that appears, users can see where the encrypted logs are stored on their devices by clicking Show/Hide Logs.

Screenshot of the Show/Hide Logs option for the Zscaler App Report an Issue form

Upon export, the encrypted logs are saved as a text file (with the extension .enc) on the user's device. Logs are always encrypted, and users will not be able to view them.

Screenshot of the Export Logs option from the Zscaler App tray icon menu

When users request support from the app, an email with encrypted logs is automatically sent to your organization's support admin and, if the option is enabled, it is forwarded to Zscaler Support as well. An email is also sent to any recipient the user adds to the CC field. Users cannot view the encrypted logs.

Using App Profiles you can determine how the app generates logs. The following log modes are available to users depending on the app profile configuration:

  • Error: Logs only when the app encounters an error and functionality is affected.
  • Warn: Logs when the app is functioning but is encountering potential issues, or when conditions for the Error log mode are met.
  • Info: Logs general app activity, or when conditions for the Warn log mode are met.
  • Debug: Logs all app activity that could assist Zscaler Support in debugging issues, or when conditions for the Info log mode are met.

Screenshot of changing the log mode on the Zscaler App

Screenshot of clearing the logs on the Zscaler App

Configuring Zscaler App Support

To configure Zscaler App supportability:

  1. In the Zscaler App portal, go to Administration.
  2. From the left menu, go to Zscaler App Support.
  3. In the App Supportability tab, do the following:
    • Hide Logging Controls on Zscaler App: Select this option to block users from logging controls in the Zscaler App. To learn more, see About User Access to Logging Controls above.
    • Enable Support Access in Zscaler App: Select this option to allow users to access Report An Issue from the More window of the app or from the tray icon menu. The user's request is sent as an email to the support admin you specify for your organization in the field below. Encrypted logs are automatically attached to the email. If you did not choose to hide logging controls in the previous field, users can also send the same email to addresses entered in the CC field.
    • Admin Email Address to send logs: Enter the email address of your organization's designated support admin or team. You can enter multiple email addresses separated by commas.
    • Enable End User Ticket Submission to Zscaler: This option appears only if you select Enable Support Access in Zscaler App. Select this option if you also want a ticket to be automatically sent to Zscaler Support when the user chooses Report an Issue from the More window of the app or from the tray icon menu. Encrypted logs are automatically attached to the Zscaler Support ticket.
    • Enable End User to Restart Services and Repair App: Select this option to allow users to access Restart Service and Repair App from the More window of the app.
  4. Click Save.