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  • Quick start
  • Highlights
    • Release notes
      • Release notes 2025
        • May
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      • Release notes 2024
        • December
        • November
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        • August
          • Connectors release 08/20/2024
        • July
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        • January
      • Release notes 2023
        • December
        • November
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        • January
      • Release notes 2022
        • December
        • November
        • October
        • September
        • August
        • July
        • June
        • May
        • April
        • March
        • February
        • January
      • Release notes 2021
      • Release notes 2020
    • AI Pair Programmer
    • Digibeectl
      • Getting started
        • How to install Digibeectl on Windows
      • Digibeectl syntax
      • Digibeectl operations
  • Digibee in action
    • Use Cases in Action
      • Improving integration performance with API pagination
      • Automating file storage with Digibee
      • Reprocessing strategy in event-driven integrations
      • Key practices for securing sensitive information in pipelines with Digibee
      • OAuth2 for secure API access
      • Secure your APIs with JWT in Digibee
      • Integration best practices for developers on the Digibee Integration Platform
      • How to use Event-driven architecture on the Digibee Integration Platform
      • Dynamic file download with Digibee
      • Microservices: Circuit Breaker pattern for improving resilience
      • Error handling strategy in event-driven integrations
    • Troubleshooting
      • Integration guidance
        • How to resolve common pipeline issues
        • How to resolve Error 409: “You cannot update a pipeline that is not on draft mode”
        • How to resolve the "Pipeline execution was aborted" error
        • Integrated authentication with Microsoft Entra ID
        • How to resolve the "Failed to initialize pool: ONS configuration failed" error
        • How to perform IP address mapping with Progress database
        • How to build integration flows that send error notifications
        • How to send logs to external services
        • How JSONPath differs in connectors and the Execution panel
        • Using JSONPath to validate numbers with specific initial digits
        • How to analyze the "Network error: Failed to fetch" in the Execution panel
        • How to handle request payloads larger than 5MB
        • How to configure Microsoft Entra ID to display groups on the Digibee Integration Platform
        • How to build an HL7 message
      • Connectors behavior and configuration
        • Timeout in the Pipeline Executor connector
        • How to use DISTINCT and COUNT in the Object Store
        • Understanding @@DGB_TRUNCATED@@ on the Digibee Integration Platform
        • How to resolve names without a DNS - REST, SOAP, SAP (web protocols)
        • How to read and write files inside a folder
        • AuthToken Reuse for Salesforce connector
        • How to resolve the "Invalid payload" error in API Integration
        • Supported databases
          • Functions and uses for databases
      • Connectors implementation and usage examples
        • Google Storage: Usage scenarios
        • DB V2: Usage scenarios
        • For Each: Usage example
        • Template and its uses
        • Digibee JWT implementation
        • Email V1: Usage example (Deprecated)
      • JOLT applications
        • Transformer: Getting to know JOLT
        • Transformer: Transformations with JOLT
        • Transformer: Add values to list elements
        • Transformer: Operations overview
        • Transformer: Date formatting using split and concat
        • Transformer: Simple IF-ELSE logic with JOLT
      • Platform access and performance tips
        • How to solve login problems on the Digibee Integration Platform
        • How to receive updates from Digibee Status Page
        • How to clean the Digibee Integration Platform cache
      • Governance troubleshooting guidance
        • How to consume Internal API pipelines using ZTNA
        • How to use Internal API with and without a VPN
        • How to generate, convert, and register SSH Keys
        • mTLS authentication
          • How to configure mTLS on the Digibee Integration Platform
          • FAQs: Certificates in mTLS
        • How to connect Digibee to Oracle RAC
        • How to connect Digibee to SAP
        • How to connect Digibee to MongoDB Atlas using VPN
        • How to manage IPs on the Digibee Integration Platform
        • Configuring the Dropbox account
        • How to use your Gmail account with the Digibee email component (SMTP)
        • How to use the CORS policy on the Digibee Integration Platform
      • Deployment scenarios
        • Solving the “Out of memory” errors in deployment
        • Warning of route conflicts
    • Best practices
      • Best practices for building a pipeline
      • Best practices on validating messages in a consumer pipeline
      • Avoiding loops and maximizing pipeline efficiency
      • Naming: Global, Accounts, and API Keys
      • Pagination tutorial
        • Pagination tutorial - part 1
        • Pagination tutorial - part 2
        • Pagination tutorial - part 3
        • Pagination tutorial - part 4
      • Pagination example
      • Event-driven architecture
      • Notification model in event-driven integrations
      • OAuth2 integration model with Digibee
      • Best practices for error handling in pipelines
    • Digibee Academy
      • Integration Developer Bootcamp
  • Reference guides
    • Connectors
      • AWS
        • S3 Storage
        • SQS
        • AWS Secrets Manager
        • AWS Athena
        • AWS CloudWatch
        • AWS Elastic Container Service (ECS)
        • AWS Eventbridge
        • AWS Identity and Access Management (IAM)
        • AWS Kinesis
        • AWS Kinesis Firehose
        • AWS Key Management Service (KMS)
        • AWS Lambda
        • AWS MQ
        • AWS Simple Email Service (SES)
        • AWS Simple Notification System (SNS)
        • AWS Security Token Service (STS)
        • AWS Translate
      • Azure
        • Azure CosmosDB
        • Azure Event Hubs
        • Azure Key Vault
        • Azure ServiceBus
        • Azure Storage DataLake Service
        • Azure Storage Queue Service
      • Enterprise applications
        • SAP
        • Salesforce
        • Braintree
        • Facebook
        • GitHub
        • Jira
        • ServiceNow
        • Slack
        • Telegram
        • Twilio
        • WhatsApp
        • Wordpress
        • Workday
        • Zendesk
      • File storage
        • Blob Storage (Azure)
        • Digibee Storage
        • Dropbox
        • FTP
        • Google Drive
        • Google Storage
        • OneDrive
        • SFTP
        • WebDav V2
        • WebDav (Deprecated)
      • Files
        • Append Files
        • Avro File Reader
        • Avro File Writer
        • CSV to Excel
        • Excel
        • File Reader
        • File Writer
        • GZIP V2
        • GZIP V1 (Deprecated)
        • Parquet File Reader
        • Parquet File Writer
        • Stream Avro File Reader
        • Stream Excel
        • Stream File Reader
        • Stream File Reader Pattern
        • Stream JSON File Reader
        • Stream Parquet File Reader
        • Stream XML File Reader
        • XML Schema Validator
        • ZIP File
        • NFS
      • Flow
        • Delayer
      • Google/GCP
        • Google BigQuery
        • Google BigQuery Standard SQL
        • Google Calendar
        • Google Cloud Functions
        • Google Mail
        • Google PubSub
        • Google Secret Manager
        • Google Sheets
      • Industry solutions
        • FHIR (Beta)
        • Gupy Public API
        • HL7
        • HubSpot: Sales and CMS
        • Mailgun API
        • Oracle NetSuite (Beta)
        • Orderful
        • Protheus: Billing and Inventory of Cost
      • Logic
        • Block Execution
        • Choice
        • Do While
        • For Each
        • Retry
        • Parallel Execution
      • Queues and messaging
        • Event Publisher
        • JMS
        • Kafka
        • RabbitMQ
      • Security
        • AES Cryptography
        • Asymmetric Cryptography
        • CMS
        • Digital Signature
        • JWT (Deprecated)
        • JWT V2
        • Google IAP Token
        • Hash
        • Digibee JWT (Generate and Decode)
        • LDAP
        • PBE Cryptography
        • PGP
        • RSA Cryptography
        • Symmetric Cryptography
      • Structured data
        • CassandraDB
        • DB V2
        • DB V1 (Deprecated)
        • DynamoDB
        • Google Big Table
        • Memcached
        • MongoDB
        • Object Store
        • Relationship
        • Session Management
        • Stored Procedure
        • Stream DB V3
        • Stream DB V1 (Deprecated)
        • ArangoDb
        • Caffeine Cache
        • Caffeine LoadCache
        • Couchbase
        • CouchDB
        • Ehcache
        • InfluxDB
      • Tools
        • Assert V2
        • Assert V1 (Deprecated)
        • Base64
        • CSV to JSON V2
        • CSV to JSON V1 (Deprecated)
        • HL7 Message Transformer (Beta)
        • HTML to PDF
        • Transformer (JOLT) V2
        • JSLT
        • JSON String to JSON Transformer
        • JSON to JSON String Transformer
        • JSON to XML Transformer
        • JSON to CSV V2
        • JSON to CSV Transformer (Deprecated)
        • JSON Path Transformer V2
        • JSON Path Transformer
        • JSON Transformer
        • Log
        • Pipeline Executor
        • QuickFix (Beta)
        • SSH Remote Command
        • Script (JavaScript)
        • Secure PDF
        • Store Account
        • Template Transformer
        • Throw Error
        • Transformer (JOLT)
        • Validator V1 (Deprecated)
        • Validator V2
        • XML to JSON Transformer
        • XML Transformer
        • JSON Generator (Mock)
      • Web protocols
        • Email V2
        • Email V1 (Deprecated)
        • REST V2
        • REST V1 (Deprecated)
        • SOAP V1 (Deprecated)
        • SOAP V2
        • SOAP V3
        • WGet (Download HTTP)
        • gRPC
    • Triggers
      • Web Protocols
        • API Trigger
        • Email Trigger
        • Email Trigger V2
        • HTTP Trigger
        • HTTP File Trigger
          • HTTP File Trigger - Downloads
          • HTTP File Trigger - Uploads
        • REST Trigger
      • Scheduling
        • Scheduler Trigger
      • Messaging and Events
        • Event Trigger
        • JMS Trigger
        • Kafka Trigger
        • RabbitMQ Trigger
      • Others
        • DynamoDB Streams Trigger
        • HL7 Trigger
        • Salesforce Trigger - Events
    • Double Braces
      • How to reference data using Double Braces
      • Double Braces functions
        • Math functions
        • Utilities functions
        • Numerical functions
        • String functions
        • JSON functions
        • Date functions
        • Comparison functions
        • File functions
        • Conditional functions
      • Double Braces autocomplete
  • Development cycle
    • Build
      • Canvas
        • AI Assistant
        • Smart Connector User Experience
        • Execution panel
        • Design and Inspect Mode
        • Linter: Canvas building validation
        • Connector Mocking
      • Pipeline
        • How to create a pipeline
        • How to scaffold a pipeline using an OpenAPI specification
        • How to create a project
        • Pipeline version history
        • Pipeline versioning
        • Messages processing
        • Subpipelines
      • Capsules
        • How to use Capsules
          • How to create a Capsule collection
            • Capsule header dimensions
          • How to create a Capsule group
          • How to configure a Capsule
          • How to build a Capsule
          • How to test a Capsule
          • How to save a Capsule
          • How to publish a Capsule
          • How to change a Capsule collection or group
          • How to archive and restore a Capsule
        • Capsules versioning
        • Public capsules
          • SAP
          • Digibee Tools
          • Google Sheets
          • Gupy
          • Send notifications via email
          • Totvs Live
          • Canvas LMS
        • AI Assistant for Capsules Docs Generation
    • Run
      • Run concepts
        • Autoscalling
      • Deployment
        • Deploying a pipeline
        • How to redeploy a pipeline
        • How to promote pipelines across environments
        • How to check the pipeline deployment History
        • How to rollback to a previous deployment version
        • Using deployment history advanced functions
        • Pipeline deployment status
      • How warnings work on pipelines in Run
    • Monitor
      • Monitor Insights (Beta)
      • Completed executions
        • Pipeline execution logs download
      • Pipeline logs
      • Pipeline Metrics
        • Pipeline Metrics API
          • How to set up Digibee API metrics with Datadog
          • How to set up Digibee API metrics with Prometheus
        • Connector Latency
      • Alerts
        • How to create an alert
        • How to edit an alert
        • How to activate, deactivate or duplicate an alert
        • How to delete an alert
        • How to configure alerts on Slack
        • How to configure alerts on Telegram
        • How to configure alerts through a webhook
        • Available metrics
        • Best practices about alerts
        • Use cases for alerts
      • VPN connections monitoring
        • Alerts for VPN metrics
  • Connectivity management
    • Connectivity
    • Zero Trust Network Access (ZTNA)
      • Prerequisites for using ZTNA
      • How to view connections (Edge Routers)
      • How to view the Network Mappings associated with an Edge Router
      • How to add new ZTNA connections (Edge Routers)
      • How to delete connections (Edge Routers)
      • How to view routes (Network Mapping)
      • How to add new routes (Network Mapping)
      • How to add routes in batch for ZTNA
      • How to edit routes (Network Mapping)
      • How to delete routes (Network Mapping)
      • How to generate new keys (Edge Router)
      • How to change the environment of Edge routers
      • ZTNA Inverse Flow
      • ZTNA Groups
    • Virtual Private Network (VPN)
  • Platform administration
    • Administration
      • Audit
      • Access control
        • Users
        • Groups
        • Roles
          • List of permissions by service
          • Roles and responsibilities: Governance and key stakeholder identification
      • Identity provider integration
        • How to integrate an identity provider
        • Authentication rules
        • Integration of IdP groups with Digibee groups
          • How to create a group integration
          • How to test a group integration
          • How to enable group integrations
          • How to edit a group integration
          • How to delete a group integration
      • User authentication and authorization
        • How to activate and deactivate two-factor authentication
        • Login flow
      • Organization groups
    • Settings
      • Globals
        • How to create Globals
        • How to edit or delete Globals
        • How to use Globals
      • Accounts
        • Configuring each account type
        • Monitor changes to account settings in deployed pipelines
        • OAuth2 Architecture
          • Registration of new OAuth providers
      • Consumers (API Keys)
      • Relationship model
      • Multi-Instance
        • Deploying a multi-instance pipeline
      • Log Streaming
        • How to use Log Streaming with Datadog
    • Governance
      • Policies
        • Security
          • Internal API access policy
          • External API access policy
          • Sensitive fields policy
        • Transformation
          • Custom HTTP header
          • CORS HTTP header
        • Limit of Replicas policy
    • Licensing
      • Licensing models
        • Consumption Based model
      • Capacity and quotas
      • License consumption
    • Digibee APIs
      • How to create API credentials
  • Digibee concepts
    • Pipeline Engine
      • Digibee Integration Platform Pipeline Engine v2
      • Support Dynamic Accounts (Restricted Beta)
    • Introduction to ZTNA
  • Help & FAQ
    • Digibee Customer Support
    • Request documentation, suggest features, or send feedback
    • Beta Program
    • Security and compliance
    • About Digibee
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  1. Help & FAQ

Digibee Customer Support

PreviousIntroduction to ZTNANextRequest documentation, suggest features, or send feedback

Last updated 4 months ago

Was this helpful?

Digibee Support consists of experienced professionals who are ready to help you solve your questions and problems quickly and effectively.

You can reach us through:

  • Inside the Platform: Click the ? icon in the upper right corner in your logged-in environment.

  • Login page: Click the ? icon in the upper right corner before logging in.

  • Digibee website: Click the floating Intercom button in the bottom left corner.

FAQs

What can I ask Digibee Support to help with?

The Support team will help you become independent with the Platform by:

  • Facilitating the understanding of connectors and their use in integration flows.

  • Answering questions about using the Platform and its features.

  • Investigating and resolving Platform-related incidents.

  • Handling infrastructure-related requests.

What should I inform when contacting Digibee Support?

For development-related questions, provide:

  • A clear description of your question.

  • The integration logic and what you are trying to achieve.

  • The pipeline name.

  • The environment (Prod, Test, or others).

For incident-related issues, provide:

  • The pipeline name.

  • The project name (if available).

  • The environment (Prod, Test, or others).

  • The pipeline key (for errors or incidents).

  • The error message with date and time.

  • The expected behavior compared to what happened.

  • Previous analysis you have performed with evidence from tests.

  • Any other pertinent information that will help with identification and analysis.

When is Digibee Support available?

Our service is available 24 hours a day for all applicants.

What languages ​​can Digibee Support respond to?

We offer support in:

  • English

  • Portuguese

  • Spanish

Who can contact Digibee Support?

We are available for any request, whether or not the requester is an active customer.

If you don’t have an active contract:

  • You can ask general or technical questions about the Platform.

If you have an active contract:

  • Before logging in: You can request information and ask general or technical questions about the Platform or user authentication issues. Customer realm data will not be shared.

  • After logging in: You will receive full support for questions, guidance, development support, and incident resolution in deployed flows. If the question relates to an ongoing project, it will be forwarded to the internal team working with the customer.

What isn’t covered by Digibee Support?

We can’t help you with:

  • Sharing contractual information.

  • Making complex adjustments that require a longer execution time or a greater understanding of the changes or change the development strategy.

  • Making adjustments or answering questions about pipelines that are still in the design phase of the Digibee project team. These are forwarded to the project team working with the customer.

  • Providing information from the customer environment to non-authenticated users.

  • Resolving issues with systems or endpoints outside of Digibee.

What access permissions does the Support team have?

We have read-only access to customer realms. If changes are required, please grant access to the Support team by following these steps:

  1. On the Platform home page, click the question mark icon in the upper-right corner.

  2. Select Support Access.

  3. Set the number of days our Support team can access your realm (minimum: 1 day, maximum: 31 days).

  4. Click Grant Access.

To revoke access, return to the same page and click Revoke Access.

Does the Support team make adjustments to Test or Production pipelines at the customer's request?

We always try to help the customer make the necessary adjustments. In some cases, we can configure the environment and make minor adjustments to the customer's pipelines if required and approved by the customer.

For more complex cases that require a better understanding of the changes or the scope of the changes in the project and the architecture of the pipelines, we bring in the project team to follow up on the need and the action plan.

How does Digibee Support prioritize requests?

We prioritize requests according to their importance:

  • Priority 1 (Critical): Complete unavailability of the environment or Platform connectors affecting the pipelines in the customer's production environment (PROD) and for which there is no defined workaround.

  • Priority 2 (High): Partial unavailability of resources (one or more) and/or degradation of Platform performance affecting the production environment (PROD) and for which there is no defined workaround. Other pipelines are available and other functions remain operational.

  • Priority 3 (Medium): Unavailability of resources (one or more) and/or degradation of Platform performance affecting the production environment (PROD) and it is possible to implement a temporary workaround. Unavailability of pipelines in the customer’s test environment (TEST).

  • Priority 4 (Low): Topics not related to unavailability, such as: questions, requests, advice, guidelines.

What are the service times followed by Digibee Support?
Can I escalate my case?

You can escalate a case if:

  • There is something that contradicts your expectations.

  • The scenario has changed and a different approach is required.

  • You feel that the case needs to be inspected by someone other than the assigned Support Engineer.

Please note that an escalation does not automatically mean that your case will be resolved faster, but it does ensure that you are connected with a Support Lead to make sure we understand your escalation and agree the next steps for your case.

How do I escalate a case?
  1. Send an email to support.escalate@digibee.com

  2. Let us know which case you would like to escalate. Include:

  • Chat ID (ID of the first chat you opened with the Digibee support team. If you don't have it, you can ask the Engineer in the chat itself).

  • Description of the problem.

  • Environment (whether it is a Production or Test environment).

  1. Justify your escalation.

Email: Send your request to

Only accounts with the can authorize this access.

Further information on this topic can be found on the .

support@digibee.com
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Digibee MSA