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Alteryx Case Portal FAQ

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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?

 

With recent enhancements, the Alteryx Case Portal is the premier 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!
  • View all communication on the case. NEW FEATURE!

 

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.

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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, go here and click on Submit A Case.
    3. If you don’t have access already, you will be prompted to enter your License Key, Note:it may take a few business days to get access to Case Portal.
    4. If you don’t have access after one week 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 on Submit A Case.

 

Support Page.jpg

 

 

If you don’t have access already, you will be prompted to enter your License Key.. Access will be granted if the License Key is validated (the license key must be activated with the same email address associated to your Community account. If the validation fails, please submit a request for further assistance via the Case Portal access request form.

 

*Note, submitting a request does not guarantee access. It may take several business days for your request to be reviewed.

  

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, we can help. All you have to do is fill out this form the following information:

  • Community Username
  • Company
  • Current Community Login Email Address
  • 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!

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