Support Center

The support service that you have in your contract  may include access to the Support Center,  which is a place where you can ask the support team questions and report incidents.

However, the most important thing about the Support Center is that it allows both us and our customers to have a central access point for support requests, and where you can follow the tasks related to your issues.

At the Support Centre, you’ll be able to:

• Activate support requests
• Supply detailed information related to your support requests
• Ask questions about configuration, optimization or using Athento
• Consult information about the resolution of your issues
• See the responses to all of your support requests that are open
• See all of the support requests that you have submitted

Below, we’ve given you some quick instructions on how to do the most common operations.

How do I activate my support request?

Opening a new request in the Support Center means “activating a ticket”.

Go to: https://athento.atlassian.net/servicedesk/customer/portal/1

Clic on "New Support Ticket" and fill out the form describing your request.

What does the status of my ticket mean?

Your support ticket goes through various phases:

• Open/ In progress/ Reopened: This means that you’ve got a support request open and that we’re working on resolving it.
• Feedback required: We need some more information in order to resolve your support request.
• Resolved: We’ve taken care of your support request. If you’re not satisfied with the resolution of the request, you can change the status to “Reopened”; if not, you can mark the ticket as “Closed”.