April 15, 2026: @Ruxie is back! Customers can once again use @Ruxie to submit support requests.
Expel offers multiple methods to reach us for technical support:
Send an email to support@expel.com.
Help Center
Use the Submit a request link in the Help Center to submit a support request.
You can see your submitted tickets, track activity, and check status by using the My activities option in the upper right.
Workbench
Select Submit a ticket in Zendesk under your profile in Workbench.
Slack/Teams
Expel supports message syncing between Slack/Teams and Zendesk/Workbench. Message syncing is currently available for Incident notifications, Investigation notifications, and support ticket notifications.
General Tech Support or Questions
Use @Ruxie and choose the Open a support ticket option to access the support ticket form. This will create a Zendesk ticket and also provide a link to it.
- You can add additional information or ask for updates by threading a response to the Ruxie message.
- Your threaded responses will be added as comments to the Zendesk ticket.
- The responses that Expel adds in Zendesk will also be threaded within Slack/Teams.
Note
The on-demand investigation button currently takes you to Workbench; performing this action directly from Slack/Teams is on the roadmap. Remember that support for on-demand investigations varies based on your license and must be covered under your managed detection and response (MDR) contract.
SOC Support
Thread a response to any Investigation Created or Incident Created notification from Ruxie that contains “Reply in thread to send comments to Workbench.”
- Your message will be added as a comment directly to the Investigation or Incident in Workbench.
- You can also share a file this way, and it will be added as a comment to the Investigation or Incident.
- Any SOC comments added in Workbench will also be threaded within Slack/Teams.