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 Zscaler 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 as a ticket 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. 

The users can access these features from the More window of the Zscaler App and the Zscaler App tray icon menu.

About User Access to Support

From the Zscaler App Portal, you can enable one of the support options below. Click to learn more about each option.

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.

Note:

  • You can specify the email address of the support admin during configuration. Complete configuration details are below.
  • If you hide logging controls from the user, the CC field is no longer available.

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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. Note that only Zscaler can decrypt the logs.
  • A support ticket containing the form data and an attachment of the logs in encrypted form is automatically sent to Zscaler Support.

Note:

  • You can specify the email address of the support admin during configuration. Complete configuration details are below.
  • If you hide logging controls from the user, the CC field is no longer available.

About User Control over Logs

From the Zscaler App Portal, you can choose to hide logging controls for users.

If you choose to keep logging controls visible on the Zscaler App:

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

If you choose to hide logging controls from users, the Show/Hide Logs option is hidden from users.

Users can view logs stored

Upon export, the logs are saved as a text file on the user's device. Note that logs are always encrypted, and users will not be able to view the logs.

If you choose to hide logging controls from users, the Export Logs option is hidden from users. 

Users can export logs from the Zscaler App tray icon menu.

As described above, when users request support from the app, an email with encrypted logs are automatically sent to your organization's admin, and if the option is enabled, to Zscaler support. An email is also sent to any recipient the user adds to the CC field. Encrypted logs are always automatically attached to those emails in encrypted form.

If you choose to hide logging controls from users, the CC field is hidden from users, so that users cannot send themselves a copy of the support request.

If you choose to hide logging controls from users, this option is hidden from users.

Users can change the log mode in the More window of the Zscaler App.

If you choose to hide logging controls from users, this option is hidden from users.

Users can clear logs from the More window of the Zscaler App.

If you choose to hide logging controls on the Zscaler App, users do not have access to the functionalities above.

Configuration Instructions

  1. From the Zscaler admin portal, go to Policy > Zscaler App Portal.
  2. In the Zscaler App portal, go to Administration from the top menu, then 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 to block users from logging controls in the Zscaler App. See About User Control over Logs above for details.
    • Enable Support Access in Zscaler App: Select to allow users to use the Report An Issue function from the More window 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 reports an issue from the Zscaler App More window or from the tray icon menu. Encrypted logs are automatically attached to the ticket to Zscaler Support.
  4. Click Save.