Automation for Help Desk

[cschwab]

I have tried to ask this of my support liason with Malwarebytes and have not gotten anything back in over a week, so I thought I might post something here to get some ideas from community.    

I have been looking at ways to automate alerts our of Malwarebytes Nebula cloud instance to be able to create help desk tickets that can be acted upon by our help desk staff or escalated depending on the type of alert. 

I have looked at using the webhook tool as a means to do this, however I have not seen any concrete examples on how this mechanism works, and there appears to be little documentation that I can find on using it.   I have gone through the malwarebytes API documentation, but there is not much there that really provides much detail on instances of being able to use it.     I have also thought about leveraging the mail notifications to be able to do an automation, this however seems to be a solid means of doing automation, just alot more work than leveraging the webhook mechanisms.   

 

Wanted to ask what kind of methods (if any) someone in the community base maybe using for help desk automation.

 

I look forward to hearing any ideas or thoughts on the issue,. 

[AdvancedSetup]

Hello @cschwab

I see you had a ticket in Support but your last reply appears to indicate you were done. Please feel free to open a new ticket if you like. I don't have access to call logs myself but I didn't notice this question in the ticket.

https://support.malwarebytes.com/hc/en-us/requests/new

Thank you

 

[cschwab]

Thank you for the reply, however the ticket that I had open is not related to my posted question.    I am looking for a means to be able to automate response to alerts from malwarebytes nebula cloud that is not the manual process of having to sort through individual emails.      

 

Charlie 

[AdvancedSetup]

Sounds good. I'd suggest you go ahead and create a new ticket none the less, that way you have two possible avenues of a response.

Cheers

 

[HCHTech]

OP, please do post what you find out here.   It seems this is exactly the kind of question these forums are intended for.  If there is documentation on how a feature works (which, there must be, right?), it would seem a simple task to say "Please read this LINK and then contact support if you have any questions."   As a user, its a bit frustrating to see so many responses of "Please open a ticket".    No one but the OP learns that way and the forums don't life up to their potential usefulness.  My 2c anyway.

[AdvancedSetup]

People are often asked to contact the Help desk because there are dedicated business support personnel to assist them. That is much better than having no one reply to you in months or in some cases ever.

There is extensive self-help from the dedicated support site:  https://support.malwarebytes.com/hc/en-us

There are thousands and thousands of helpful replies here on the forums that in most cases even a guest user without an account can browse and possibly find an answer.

I also know that in many business environments they have a very strict policy against their employees posting anything in public about their business and again why the majority of business customers often do use one on one support via the Help desk.

 

Again, as long as you're not posting private information, emails, etc. then by all means the forums are a good way to share information that may not be on our Support site or here on the Forums.

Cheers