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Alteryx Community Knowledge Base

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Alteryx Case Portal FAQ

Alteryx
Alteryx
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Part of the beauty of the Alteryx Community is its integration with the Alteryx Case Portal. Before you get started, please make sure you review the frequently asked questions below to ensure the best possible experience.


What is the Case Portal?

 

The Alteryx Case Portal is a new channel for submitting cases to the Customer Support team.

 

Here are some of the awesome features and benefits:

  • You can open new Support cases within the Portal, and with the proper categories and details filled out, your case will be poised to move through our process as quickly as possible.
  • In addition to opening new cases, Case Portal shows open cases and their current status. Closed cases are visible too!
  • Case Portal shows open cases and their current status. Closed cases are visible too!

 

I have a paid license of Alteryx, how do I get access to Case Portal?

 

The key is to have a Community account tied to your licensed email address. Before you move forward, check to see what email address is tied to your Alteryx license. Here's how:

 

From the Help menu within Alteryx Designer, Click into About. The email address tied to your license will appear in the Serial Number field.

 

help.about.png       serial number.png

 


Now that you know what email address is tied to your Alteryx License, ask yourself the following questions:


Do you have a community login? Does the email match your Alteryx license?

  • If you do not have a Community account, see Option 1.
  • If you answered yes to both of these questions, see Option 2.
  • If you have a Community account but the email address is different from your Alteryx license, see Option 3.

 

Option 1) I DO NOT HAVE A COMMUNITY ACCOUNT

 

If you do not have a Community account, please Sign Up here using your licensed email address.

 

  1. Create a Community account using the email address you entered during License Activation. Note: it is recommended to use your business email address to get access to Case Portal.
  2. Once you have created an account it may take a few business days to get access to Case Portal.
  3. If Case Portal doesn’t show up here after one week (when you’re signed in!) please follow the steps in Option 2 below

 

Option 2) MY LICENSE & COMMUNITY LOGIN EMAIL ARE THE SAME

 

If you login to the Community with the same email address that is tied to your Alteryx license, you should already have access to the case portal. To confirm, sign in to community and navigate to the support page — From here, click into the Case Portal.

 

SUPPORT-CASE-VERIFICATION.png

 

If you do not see the case portal as noted above, and it's been several business days since you first registered on Community with your licensed email address, please submit your request for further assistance via the  Case Portal access request app.

 

case portal access app.png

  

Option 3) License Email and Community Login DO NOT MATCH

 

If you already have an established community account but it’s not tied to your Alteryx license, our Community team can help update your address on your behalf. All you have to do is send an email to community@alteryx.com with the following information:

  • Community Username

  • Current Community Login Email Address

  • Company

  • Licensed Email Address*

*This is the email address we will transition over to your community account.

Once the update is processed, you will only need one set of credentials to access all systems — And, you'll be able to take advantage of additional resources like the Alteryx Case Portal directly within Community.

Please note: In order to continue with a single login to the Alteryx Community and maintain your existing Community identity and accolades (Historical activity & status: ie Posts, Solutions, Rank, Badges, etc.), we recommend working with us to update your Community login to match the company domain email tied to your license. This change will also update the email address tied to your Alteryx Product Certifications. We thank you in advance for your patience!