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Creating correct profiles to route new support tickets/issues into Trend Micro Technical Support

    • Updated:
    • 3 Sep 2021
    • Product/Version:
    • Apex One
    • Deep Security
    • Endpoint Encryption
    • Hosted Email Security
    • OfficeScan
    • Trend Micro Email Security
    • Worry-Free Business Security Advanced
    • Platform:
    • N/A N/A

When Customers use their Business Support Portal (BSP) to help them to create a new support ticket, to ensure that the ticket is routed to the appropriate support team, it is advisable to select the correct Trend Micro product. This should help customers receive a timely response from the specific Customer Support Engineer (CSE).  

This article will enumerate the steps on how to correctly create a profile for a specific product and then create a support ticket for that if required.

  1. When you log in into My Support, you will be presented with the ‘New Request’ screen.

    New Request form

    Here, you can create and manage different profiles, it is advisable to create separate profiles for each of the Trend Micro products you have in your environment.

    Here are the steps to create a new profile:

    1. On the New Request page, under the Product Profile field, click the Update or add a product profile link. The Quick Update/Add Product Profile window will appear.

      Update or add product profile

    2. To create a new profile, under Step 1: Select a Product profile to edit, or add a new one, click Add a New Profile then proceed to Step 2: Edit the information of the selected or new product. Enter a Profile Name. In this example, the new profile name is “Apex One as a Service”.

      Add Product Profile

    3. Then you should select the specific Trend Micro Product that you wish to assign to this new Profile.

      In this example, we have selected the product “Apex One as a Service” as the product. As you can see, there are many other products to choose from.

      Choose Product

      Indicate the Product Version and Product Language as well.

      Product Version and Language

    4. Add the Operating Systems that you may have the product installed onto. This way, when opening a new support ticket, you can choose the specific operating system that may be affected.

      Add OS

    5. Other options and fields are available to be filled in, such as the following:

      • Email Domain
      • Activation Code
      • Virus Pattern Type
      • Product Settings

      other options

      There is also a subscription option to receive emails about Article/Solution updates and option to enable auto build detection.

      subscription and enable auto detection

    6. Click Save Changes. You will then return to the New Request page. 

      save changes

  2. You should now be able to create a New Request and submit this as a support ticket.

    As shown in this example, in the Product Profile field, “Apex One as a Service” has been selected with an Affected Operating System of Windows 10. You can choose other operating systems if you had already included those when you were creating the profile.

    Other options include Issue Category, Subject and Description.

    fill out new request form

  3. Once you are satisfied with the description of the issue you are having with a Trend Micro product, you can then choose to Submit the issue into the Trend Micro Technical Support Ticketing System.

    click submit

  4. Once submitted successfully, you will receive an automated email with the ticket details including a case reference number. A customer support engineer will then be in touch with you in due course.

Please take note that if you make a mistake in selecting a product, you can choose to delete the previous selection and replace it with the correct product.

This can be done by selecting My Products & Services under "My Account":

My Products and Services

You may choose either the Edit button or the Trash button, if you decide to delete the selection.

Profile delete option

Solution Id:
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