Cisco Umbrella Support Update - July 14th, 2025

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July 14th Update:  Added link to Support Transition FAQ.

This is a reminder of an upcoming change in the way you receive and engage with Umbrella technical support. 
 
On August 9, 2025, we will transition our technical support platforms to align with Cisco’s standard support tools and processes. This change is aimed at ensuring a seamless and consistent customer experience across Cisco products and services, now including Umbrella.  

Action required: Confirm you have a complete Cisco Customer Identity profile before August 9, 2025
To submit a service request on or after August 9, 2025, you will need a Cisco Customer Identity (CCO ID) profile. In addition to providing access to technical support, your CCO ID profile enables you to use some Cisco products and training. Please note your CCO ID is different from your Umbrella credentials, which will remain unchanged. 

Check the status of your CCO ID. If you do not have a complete CCO ID profile, complete the registration process before August 9, 2025. Review detailed information to complete your profile.   

How to access technical support starting August 9, 2025

Starting August 9, you have several options for accessing technical support:

• The Umbrella Dashboard, which you currently use, will still be available and will redirect you to your Support Case Manager (SCM) 
• Open an SCM case directly
• Use self-service through Cisco Support Assistant (CSA). Through CSA you can:
  • Get the status of a service request  
  • Update your cases and upload attachments 
  • Modify case severity, or escalate or close cases  
  • Subscribe for case summary and status and severity updates  
  • Get contextual proactive TAC (Technical Assistance Center) alerts on topics such as trending issues and tool and article updates
•  Reach out to technical support by phone 

Refer to our Umbrella Support Transition FAQ for further details.  

Why is Umbrella making this change? 

Cisco strives to create a consistent and excellent support experience across its products. Migrating Umbrella to Cisco support tools will yield better overall outcomes for our customers when they require technical support.  
 
Thank you for your continued trust and partnership as we work together to deliver exceptional experiences with Umbrella. 

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Common Questions and Answers

• I'm having issues with my CCO ID: can't complete setup of CCO ID, account already exist error, and unkown MFA prompts on CCO ID
  
  Please open a support case with the Cisco Web-help team. Note that Cisco Umbrella Support teams are unable to assist with CCO ID specific issues.
• I can't open a support case in Support Case Manager currently or I'm being asked to link my service contract/subscription to my CCO ID in order to open cases.
  
  It is not required to link your Cisco Umbrella subscription to your CCO ID; Entitlement's to open Cisco Umbrella support cases will be implemented when migration occurs on August 9th, 2025. The only action required at this time is to have a CCO ID created.
• I'm trying to create a case on Support Case Manager but I don't see the option to open a case for Cisco Umbrella
  
  Before August 9th, 2025, it is not possible to open a Service Request (support case) for the Cisco Umbrella sub-technology in Support Case Manager.