Kaseya Helpdesk

You can log in to Kaseya Helpdesk using a number of different Kaseya module options as follows:

1. Go to Kaseya Helpdesk at https://helpdesk.kaseya.com/.

NOTE  If you are currently logged in to KaseyaOne or one of the other modules shown below in step 3, you are automatically logged in through SSO and you can skip to step 6. If you are NOT currently logged in to one of these modules, continue with the next step in this procedure to log in to Helpdesk.

2. Click Sign in for Technical Support.
   
3. Click one of the following module options to be redirected to the module portal page to authenticate: IT Glue, KaseyaOne, Autotask, Datto Partner Portal , or vPenTest.
   
4. Enter the login credentials for your module account:

• For IT Glue, enter your subdomain, email address, and password, and then click Log In.
• For KaseyaOne, enter your username and company name, and then click Next. Enter your password, and then click Login.
• For Autotask, enter your username, and then click Continue. Enter your password, and then click Login.
• For Datto Partner Portal, enter your email address, and then click Continue. Enter your password, and then click Continue.
• For vPenTest, enter your email address and password, and then click Login.

5. Enter your authentication details (for example, the code from your authentication app) and click Verify.
   

6. After successful authentication, you are logged in to Kaseya Helpdesk and the home page displays.
   

Use these steps to view your support tickets in Kaseya Helpdesk:

1. Log in to Kaseya Helpdesk. (Refer to Log in to Kaseya Helpdesk.)
2. In the upper-right corner of the page, click your user name and select My Tickets.
   
3. Tickets are listed on the My Tickets page.

• To search for tickets by ID or subject, enter text in the Search field.

• To filter the list, select a Ticket Type (My Tickets, Tickets I'm CC'd on, or Organisation Tickets) or Status (Any, Open, Awaiting your reply, or Solved).

• To view ticket details and correspondence, click the ticket's Subject. If the ticket status is Open or Awaiting your reply, you can opt to add comments or files to the ticket.

Follow these steps to chat with a technical support representative in Kaseya Helpdesk:

1. Log in to Kaseya Helpdesk. (Refer to Log in to Kaseya Helpdesk.)
2. Submit your question in the search bar to start chatting.
   
3. In the Kaseya Chat window, select the Kaseya product you need help with, then click Send.
   
4. You are then connected with a live agent who will assist you.
   

NOTE  You can also open a ticket from within KaseyaOne by launching Kaseya Assist or from the KaseyaOne Support page. For details, see Support resources.

Follow these steps to open a new ticket in Kaseya Helpdesk:

1. Log in to Kaseya Helpdesk. (Refer to Log in to Kaseya Helpdesk.) The Helpdesk home page displays.
   
2. On the home page, scroll down to this section: The quickest way to get support. Under Open a Ticket, click Support.

NOTE  To open a billing ticket, click Billing and Payments to Submit a billing ticket through KaseyaOne.

3. On the New Support Request page that opens, enter information as applicable, then click Submit to create the support ticket.

IMPORTANT  Be sure to CC your account manager in all of your support tickets. If it’s a time sensitive request, they can assist with escalating the issue.

You should submit a request to the support team if you have encountered a software defect (bug). Refer to What is a defect (bug)?

NOTE  If you have an idea for a new feature, do not open a request in Kaseya Helpdesk. Visit the Kaseya Ideas portal to vote for existing feature requests or create your own.

A software defect is an error or fault in the product that causes it to produce an incorrect, unexpected result or error message or to behave in unintended ways. This may or may not have a business impact. The severity varies and is expressed in the ticket priority. Refer to What are the ticket priority definitions?

When the support team receives a defect ticket, they will attempt to reproduce the error, document the circumstances under which it occurs, and aim to find a workaround so you can continue to use the product. They will then assess the impact of the issue on customers and assign an appropriate priority setting. Refer to How does the support team determine defect priority?

Kaseya makes commercially reasonable efforts to resolve all defects.

Once a defect is confirmed, the support team determines its priority by evaluating key factors to ensure it is resolved in a way that minimizes its impact on customers.

The following factors are taken into account:

• Functionality: The level of functionality and/or service availability loss the defect creates.
• Quality of workaround: A measure of the ability to achieve business function without a fix in place.
• Number of incidents: The number of incidents associated with the defect.
• Detectability: The likelihood that a customer will experience this behavior while using the product.

• System down: A system-wide issue or outage preventing major business functions for multiple users. Stops business. The use of the product is completely degraded.
• Significant impact: A time-sensitive technical issue or perceived defect that inhibits daily business workflows. The use of the product is significantly degraded.
• Minor impact: A standard service request, technical issue, or perceived defect that potentially inhibits business function. The use of the product is slightly degraded.
• Information only: A non-urgent service request, technical issue, or perceived defect. The use of the product is not degraded. All enhancements.

Once a defect has been confirmed, the support team will contact you and explain the priority assessment. If you disagree with the assessment, you can request that the support team escalates the ticket based on the impact on your business. In addition to the support team, you can contact your account manager or success manager to discuss a possible ticket escalation.

You can keep track of all of your past and current support requests in Kaseya Helpdesk. Refer to View your existing support tickets.

If the support team determines your issue is a feature request or enhancement, they will direct you to submit it in the Kaseya Ideas portal so Kaseya can evaluate your business case and gather feedback from other customers.

You can check Kaseya's service status information on the publicly available Status page. This site provides the current system status for each product, incident alert information, and details on upcoming releases and maintenance releases. You have the option to subscribe to proactive email updates.