This article will guide you on how to check the status and progress of your tickets submitted to the Atera support team.
If you have not previously submitted a ticket to the Atera support team, it is essential to create an account on our support platform. This can be accomplished directly from the support page. Follow this section for instructions on creating an account on our support platform.
In case you've opened tickets before, there is no need to create a new account. Log in to your existing Support platform account to view and manage your tickets. Refer to the provided section for details on navigating and managing Atera support tickets.
If you've opened tickets but can't remember your password, follow the instructions in the following section to easily reset your password.
Create Help Center account
To create a support platform account, follow the steps listed below:
1. On the support page, click on My tickets in the Nav bar.
The Sign in to Atera page for our support platform will appear.
2. Click on Sign up in the lower left corner.
3. On the Sign-up page, add your Full Name and your desired Email address. Once done, click on Sign up.
A welcome email will be sent to your email address where a link will be provided so you can set up your password.
4. Open your email client, and search for the following email. Then, click on Create a password.
5. A new web page will open, where you will add your account password.
6. Add your password and click on Set password.
With the process completed, you can now view the status of your tickets. Additionally, you will have the option to submit a ticket directly from our Help Center.
Manage My Tickets
On the My tickets page, you can view all of your current and previously opened tickets with Atera support.
Here you will find the following sections.
- My requests: Display tickets you have personally raised with Atera support.
- Requests I'm CC'd on: Shows tickets in which you are included as a CC recipient.
- Organization requests: Aggregates tickets from all members of your organization. For example, tickets opened by colleagues will be visible in this section.
Check the status of a ticket
To check the status of your tickets, click on the specific ticket you wish to view.
On the ticket page, you can do the following:
- Check the status of your tickets (Open, Awaiting your reply, Solved)
- View replies from Atera support
- Send a reply to Atera support on the ticket by clicking on Add to conversation
- Attach documents to new replies.
Reset the support platform password
1. On the support platform page, click on My Tickets
2. On the login screen, click on Forgot password?.
3. Add the email address of your account, then click on Submit
Now, check your email client for the following email to reset the password for your account.
