Support resources

NAVIGATION  Home > Support

PERMISSIONS  All roles

Use the Support page in KaseyaOne to create and manage your technical support tickets.

The key areas to note on this page are as follows:
 

  • Widgets and tabs: Use the widgets to filter the support ticket information as described in the following table:

Widget Description

Pending Action

 Click to show all support tickets that require an action. These are tickets where our technicians have set the ticket status to Action Required or Pending Your Action. These tickets are awaiting a response from you and will not proceed unless you provide the response.
Open Click to show all support tickets with a status of Open.
On-hold Click to show all support tickets with a status of On-hold.
Closed Click to show all support tickets that were resolved in the last 30 days.

To further filter the support ticket information on this page, click one of the following tabs:

Tab Description
Requester Click to show all tickets that you submitted yourself (default option).
CC Click to show all tickets where you were CC'ed.
Company Click to show all tickets submitted by everyone in your company.

  • Search bar: Use to search the ticket list by keyword, filter by one or more ticket statuses, or search for tickets that were updated during a specific date range.

  • Ticket list: Up to 100 tickets can be displayed at a time. Sort the list by clicking the Updated, Created, or Status column.

  • Click a ticket's ID hyperlink to open the ticket in the Kaseya Helpdesk.

How to...

You can open a ticket by:

To create a new support ticket, do the following:

  1. Navigate to the Support page in KaseyaOne and click Get Help.
  2. In the dialog that opens, click Open a Ticket.
  3. On the New Support Request page that opens in Kaseya Helpdesk, enter information as applicable, then click Submit to create the support ticket.
NOTES  
  • Be sure to CC your account manager on all of your support tickets. If it's a time-sensitive request, they can assist with escalating the issue.
  • If you are a Standard support member, Kaseya Assist launches to help you create the ticket (you do not see the New Support Request page).

  1. Log in to KaseyaOne and launch Kaseya Assist by clicking the chat icon in the lower-right corner of any page in KaseyaOne or Kaseya Store.

  2. Submit your question to start chatting with Kaseya Assist.

  3. If your issue is not resolved, ask to open a support ticket. Kaseya Assist prompts you to provide additional information if needed, confirms that you would like the ticket created, and then submits the ticket. To access the ticket, refer to View and manage your support tickets in Kaseya Helpdesk.

To chat directly with support from KaseyaOne:

  1. Log in to KaseyaOne and launch Kaseya Assist by clicking the chat icon in the lower-right corner of any page in KaseyaOne or Kaseya Store.

  2. Submit your question to start chatting with Kaseya Assist.

  3. If your issue is not resolved, ask to chat with a technical support agent. Kaseya Assist connects you with the next available agent.

  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.

  1. Click Access Technical Support.
  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 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. 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.

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

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

  1. In the upper-right corner of the page, click your user name and select My Tickets .

  2. Tickets are listed on the My Tickets page.

  • To search for a ticket 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, or request an escalation (refer to Request an escalation for a support ticket).

FAQ

Refer to Support FAQs.