Are there changes in how to contact Support?

• Logging Tickets: No. You will continue to use the same URL to submit support requests. Behind the scenes, your request will be routed to our new ticketing system, but this will not change how you submit tickets.
• Portal Access: Starting Tuesday, February 25, 2024 at 12:00 PM UTC You will need to create and manage your own login credentials for the new Support Portal. This step ensures secure access and personalized control over your support experience.

How do I access the Support portal?

• Click “Sign In” at the top right corner of your screen.

• If you are a user with existing credentials in the current support portal, you can log in with your usual email address after resetting your password by clicking on the “Forgot password?” link and following the instructions below after landing on the portal.

• If you are a new user, please click on the “Need an account? Sign up” option instead. Enter your Full name and email to receive a verification email sent to the email address. You will be able to create a new password through the link in the verification email.

I am unable to verify Email or Reset my password

• Use the ChatBot: If you have trouble with email verification or password reset, click on the ChatBot in the bottom corner (Unable to login?). It will guide you through the process.
  
  • You will be asked to enter your email address, and then it will work some magic to check your email address and let you know of the next steps
    
• Check Your Inbox: If a new password is sent by email, be sure to check your Spam or Junk folder if you don’t see it in your main inbox.

How do I create a ticket?

• After signing in, click on the chat icon in the bottom right corner or select “Start a Conversation” at the top. A banner for ATLAS will appear; click on “Start Chat” to initiate a session with ATLAS.

• This will open a window for ATLAS chat, where our AI, specialized in the product, will assist you with your questions and issues.
• ATLAS can significantly reduce the time it takes to receive help. If ATLAS cannot resolve your problem, it will conduct an initial triage and gather relevant information before transferring you to an agent, enabling us to assist you more efficiently.
• While you have the option to raise a ticket directly, we encourage you to interact with ATLAS first to ensure that the necessary information is collected, helping our agents address your issue more effectively.

What happens if I have an open ticket?

• After the migration to the new system, all previously open/pending tickets will be moved and assigned the same conversation ID for easier tracking purposes.
• After signing in to the Portal you will be able to see all support requests created by you by clicking the “My Conversations” button which can be accessed through the profile icon on the top right corner.