To enhance the security of our support ticketing and further safeguard your institution's data, Watermark is updating how support requests are submitted.
Effective 22 September 2026, all new support requests must be submitted through the authenticated "Submit a Request" form in the Help Center.
What is Changing?
- Direct email ticket submissions discontinued: To better protect your data, sending direct emails to support will no longer generate new tickets starting 22 September 2026.
- Authenticated support form: All new requests must be submitted using the "Submit a Request" form within the Help Center after logging into your account.
- Existing open tickets: Any open tickets created prior to September 22 will be processed and completed.
Why we are making this change
Verifying identity prior to ticket creation strengthens data protection across several areas:
- Data privacy & GDPR alignment: Ensures that support tickets and account information are accessible only to verified, authorized users.
- Prevention of unauthorized access: Eliminates risks associated with email spoofing or unverified third parties requesting account changes/data on behalf of your institution.
- Controlled data handling: Guarantees that support interactions occur within a secure environment designed to meet data governance standards.
How to submit a support request
- Log in to your institution's Watermark CES platform.
- Click the “?” on the top right.
- You will be routed to the Help Center and authenticated automatically.
- Select "Submit a Request."
- Complete the required fields with details about your inquiry and click Submit.
- Your ticket will be linked to your verified user account. You will receive updates as usual.
Accessing support ticket history:
- Authenticated users can submit and manage their support requests and view a detailed history of support tickets. See the following article for details: Accessing Your Support Ticket History