What method should customers without Zscaler console access use to submit support tickets?

Customers without access to the Zscaler console should use a web form to submit support tickets because this method is designed specifically for capturing and processing support requests efficiently. A web form typically includes structured fields that ensure all necessary information is collected, enabling the support team to address issues more effectively.

Using a web form also standardizes the submission process, which leads to more consistent and focused communication about the customer's issues. This can expedite ticket resolution times, as the collected information is likely to be relevant and complete, streamlining the troubleshooting process.

In contrast, submitting a support ticket via email may lead to a lack of standardization and could result in critical details being overlooked. Calling a support hotline usually requires a visual interface to reference configurations or other specific details, which those without console access would not have. While direct chat might be beneficial for immediate questions, it may not be the best method for formally submitting detailed support requests, especially if the information needs to be tracked or recorded.