Kaseya Helpdesk

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

1. Go to the Kaseya Helpdesk login page.
   
2. 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 Vonahi (vPenTest).
   
3. 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.
   • For Autotask, enter your username, and then click Continue. Enter your password, and then click Login.
   • For Datto 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.

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

5. Once logged in to Kaseya Helpdesk after successful authentication, click My Requests in the upper-right corner of the page.
   
6. You can filter your requests by status and by using the search bar. In the Subject column, click the hyperlink of a request to view the request details and correspondence.
   

The option to initiate a live support chat is available for many modules. Complete the following steps to chat with an online Support representative:

1. Open Kaseya Helpdesk.
2. Select a tile to browse modules by category, or click View All Modules to see the full alphabetical list.
3. Select the module you need help with.
4. In the Technical Support section at the bottom of the page, click Start a chat with Support.
   
5. Enter the required information.
6. Click Start chat.
   

You must log in to Kaseya Helpdesk to be able to view your existing support tickets, but whether or not you are logged in, you can open a new ticket as follows:

1. Open Kaseya Helpdesk.
2. Select a tile to browse modules by category, or click View All Modules to see the full alphabetical list.
3. Select the module you need help with.
4. From the Technical Support section at the bottom of the page, you can start a live chat (available only for certain modules), open a ticket, open the product's dedicated help system (such as this one), or call an agent. To submit a request that generates a ticket for the Support team, click Open a Technical Ticket.
   
5. On the Create a New Request page, enter information in all required fields. You can also opt to CC others on the support ticket by entering email addresses or attach files. Some module's forms include extra, module-specific fields.
6. Once you have entered all relevant information, click Submit to create the ticket.
   

To learn how to manage your support requests from within your KaseyaOne account, refer to Support resources.

You should submit a request to the Support team if you have encountered a software defect (bug). Refer to Kaseya Helpdesk

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 Log in to Kaseya Helpdesk 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.