Advanced Business Email Compromise - Reporting Cases Though Zendesk

This article contains information on the new process for reporting Advanced Business Email Compromise (Advanced BEC) cases using Zendesk tickets, including required fields, steps for submission, and guidelines for handling multiple cases.

New Process

The new process for reporting cases uses Zendesk tickets submitted through the mimecastsupport.zendesk.com portal to provide Advanced Business Email Compromise (Advanced BEC) feedback. To ensure these cases are used, complete the following steps:

1. Create a new ticket in the mimecastsupport.zendesk.com portal. Click Mimecast Support | Raise a Support Case | Submit a Request to access the case form.

• If there are multiple cases that are the same, such as form responses from a single email address, then a single ticket is fine. If possible, include all known message IDs in the Message ID field separated by commas. If that isn't possible, then it is fine to include just one message ID and note in the ticket that there are multiple examples of this same case.

2. Include the following:

• Choose I need technical support regarding a product.
• Input an Account Code.

Important

Never include multiple account codes in a single ticket. If reporting issues across separate accounts, create individual tickets for each account.

• Select Advanced BEC under Product Area Case Reason.
• Input a Subject such as "Advanced BEC False Negative or Positive".
• In the Description field, describe the issue and specify whether it is believed to be a False Negative or False Positive.
• Enter the Message ID for the sample, found in the message headers

Multiple Message IDs are supported, but must be separated using commas to ensure all cases are appropriately captured.

• Change Reason for Support Ticket to either False Negative or False Positive.
• Paste the headers in the Paste Complete Header Information field.

3. Click Submit.

• If you included those fields and submitted the ticket, we should have it and nothing should be done.

Fields that should be filled in order to be included, beyond those mandatory fields, to ensure it is appropriately marked as an Advanced BEC False Positive or False Negative.

Ensure that you mark whether or not it is an False Positive or False Negative.

Frequently Asked Questions

Q	Can I include multiple cases in the same ticket?
A	If cases are the same or similar, that is acceptable, however, you should follow the above instructions regarding how to represent that in the Message ID field. If they are different, ensure that you create separate tickets.
Q	Can I upload a CSV of message IDs or add an attachment?
A	No, you need to include them in the Message ID field as instructed above.