FAQs

FAQs

Client Access FAQ

How do I log in to the Herrod Technology Customer Portal?;

1. Go to www.herrodtech.com and click on the Customer Portal link on the top right.
2. Type in the previously supplied user name and password..

How do I enter a support ticket?;

1. Click on Create Ticket button.
2. If your problem type fist one listed, select it (it will pre-populate some relevant questions for you to answer).
3. Fill in the Title box with a brief summary of your request. 
4. Fill in the Description box with as much helpful detail as possible including any error messages you may be receiving. Be sure to include end user contact information if you are not the one having the issue.
5. Click Attach to add any relevant screenshots or documents.
6. Select a due date (if applicable).
7. Set a due date (if applicable).
8 Verify the contact details and hit submit.

How do I monitor the status of an existing support ticket?;

1. Click the Tickets tab.
2. The status will be displayed in-line with the ticket name. (Tip: Clicking the button with 4 lines on it at the top right will switch to List View where you can see more details)
3. Click on the ticket name to display ticket update details. You can also update the ticket with additional information.

How do I generate a detailed report of the previous months billing cycle?

1. Click on the Reports tab.
2. Select Closing date in the Select By dropdown box.
3. Select the closing date that corresponds to the billing cycle.
4. Click Run.
5. Click Print.

Proofpoint Essentials FAQ

How does Proofpoint Essentials block Spam?

When signed up for this service, all incoming mail goes through the Proofpoint Essentials servers before they are delivered on to you. Any mail items determined to be malicious or spam are held in a quarantine which you can access through the Proofpoint Essentials Portal at proofpoint.herrodtech.com. Within the Portal you can also adjust your individual spam filter settings to further fit your needs.

How do I allow an email through Proofpoint Essentials by using the Quarantine Digest email?

1. Find the valid message in the Quarantine Digest email list.
2. Click the Release link to the right of the valid message.
3. Alternatively, click the Release & Approve link to the right of the valid message and the sender will be added to your list of allowed senders.
4. The email message will be delivered to your mailbox.

How do I change my spam filtering settings in the Portal?

1. Log into the Proofpoint Essentials Portal at proofpoint.herrodtech.com.
2. Navigate to the Settings tab and below that click Spam.
3. Move the Spam Sensitivity slider bar to the left (more strict) or right (less strict) to adjust the sensitivity level (the default is 7). 
4. Click Save.

How do I allow an email through the Proofpoint Essentials filter by using the Portal?

1. Log in to the Proofpoint Essentials Portal at proofpoint.herrodtech.com.
2. Find the valid message in the list on the Quarantine tab (adjust the time period as needed if older than the default of “Today and Yesterday”).
3. Click View to the right of the message to preview the message.
4. Click Release to deliver the email to your mailbox.
5. Alternatively, check the checkbox to the left of the message you want to release, choose Release & Approve from the Actions menu and click Apply. This will also add the sender to your Safe Sender List..

What do I do if I can't remember my Proofpoint Essentials Portal password?

1. Go to proofpoint.herrodtech.com.
2. Click the Forgot your password? link at the bottom of the log in form.
3. Enter your email address and click Next.
4. An email containing a link to reset your password will be delivered to your mailbox.

If my mail server is down, how can I send and receive email?

1. Log into the Proofpoint Essentials Portal at proofpoint.herrodtech.com.
2. Navigate to the Emergency Inbox tab.
3. Use the popup Emergency Inbox window to read and send email until your mail server comes back online. This is also useful for offsite users if internet is down at the office and an on-premises email server is inaccessible..

How do I send encrypted email with Proofpoint Essentials Advanced?

If your company has upgraded to Advanced with us you can send encrypted email in the following methods:

1. Outlook Plugin - you can install the plugin from here.  When sending a message, just click "Send Securely" instead of the normal "Send" button.
2. Keyword Encryption - by default the keyword of [encrypt] (including the square brackets) will encrypt messages if found in the subject or body of the email. This is configurable and may be different for your organization has specified another keyword.
3. Automatic Encryption - Proofpoint can be configured to automatically encrypt all outbound email that contains certain sensitive information which it detects while reviewing the outbound email. This is optional and your company may or may not have this enabled.

If you do not currently have Proofpoint Essentials Advanced with Email Encryption and would like to upgrade, please contact us.
Have a question that's not answered here? Let us know.
CONTACT US
Solve your I.T. problems by outsourcing to Herrod Tech.

Copyright 2020 - Herrod Tech Inc. - Site Created and Designed by B3 Advisors LLC.

linkedin facebook pinterest youtube rss twitter instagram facebook-blank rss-blank linkedin-blank pinterest youtube twitter instagram