How to Submit an Effective Cerberus Support Ticket – Cerberus Support

We understand that filing a support request may seem easy. However, for our support team to be as efficient as possible, it is important to include some crucial information in order for us to assist you. Let’s start with the basics.

1. Where to Submit a Ticket

You have a few options to contact Cerberus Support through the following channels:

Support Portal: https://support.cerberusftp.com/ You can submit a ticket by clicking on the “Submit a request” link at the top of the page. You can also register for a Zendesk account to track your ticket by following this guide.
Email: support@cerberusftp.com
(Tickets created via email automatically appear in your Support Portal account.) For sales, license and billing related questions, please contact our sales team at sales@cerberusftp.com

💡 Tip: Always use your company email address to ensure your ticket is linked to your active support entitlement.

2. What to Include in Your Ticket

To help us diagnose and resolve your issue quickly, please include the following items:

⚠️ The more detail you provide, the faster we can identify the root cause.

3. Business Impact Guidelines

Priority	When to Use	Example
P1 – Critical	System is down or users cannot connect.	All users unable to authenticate or transfer files. This is reserved for system outages.
P2 – Major	Major feature not working, partial outage.	When attempting to connect to Cerberus FTP Server, connections fail intermittently.
P3 – Moderate	Non-critical functionality issue.	Error message appears, but transfers succeed.
P4 – Limited	Guidance or configuration questions.	Informational or how to questions such as ‘How to enable password expiration’.

4. After Submitting Your Ticket

You’ll receive an automatic confirmation with a Ticket ID.
A Support Engineer will review your case and may request additional details if needed. You can track updates or reply directly from the Support Portal or via email.

⏱️ Response times depend on your support plan and ticket priority

5. Tips for Faster Resolution

Use one ticket per issue to avoid confusion.
Include exact error messages instead of paraphrasing.
Mention any recent system changes (upgrades, patches, configuration updates).
If possible, test using another client or connection to narrow down the problem.
Please be sure that you are sending your request to the correct department. Technical support can assist with a variety of technical issues. For bill-related issues or purchasing, please be sure to contact sales@cerberusftp.com for a faster resolution.

6. How do I get my serial number from the web client?

Login to your HTTP/s web admin panel using your HTTP/s admin listener (e.g. https://127.0.0.1:8443)
Once logged in, on the left hand navigation bar, find 'Licensing'.
Within 'Licensing' there will be a 'Licensing Information' section
Locate the field named 'Serial Number'.
Ideally, a screenshot of the entire 'License Information' section would be the best thing to send over, or just copy + paste the serial number.

Information	Example / Why it Matters
Subject	Short and specific, e.g. “Users unable to connect via SFTP after updating to version 2025.2”. This gives an idea of what the issue is.
Description	Describe what happened, when it started, and any changes made recently (e.g. updates, configuration edits). The more details you can provide us, the better.
Cerberus Version Number	Found in the Admin Console of Cerberus FTP Server → Help > About Cerberus FTP.
Serial number	You can access this in the same location as the version number, by going to Help > About Cerberus FTP.
Operating System	Example: “Windows Server 2019”
Logs	Providing our team with a full set of Cerberus logs will help us dive right into investigating the issue. The Cerberus logs can be found in C:\ProgramData\Cerberus LLC\Cerberus FTP Server\log You can zip the contents of this folder and send them along with your ticket for us to review.
Screenshots	If you are seeing an error, including a screenshot of the error message along with the exact location that the error message appears is very helpful. i.e.the Cerberus admin GUI or in the Cerberus HTTPS web client
Who is impacted?	If you are facing an issue with a user or multiple users, it is important to include the following information. - The username of the individual who is facing the issue - The IP address of the individual who is facing the issue so that we can search the logs. This is helpful if the user is not able to progress past the point of authentication. - The time the issue occurred. This helps us narrow down our search when investigating the issue.
Reproduction Steps	Step-by-step instructions if the issue can be consistently reproduced.
Impact	Indicate if this affects all users, certain users, or specific connections.