Cant Access Support to Open a Ticket

hellyars

Help Alteryx!

I can't access Support to open or view a ticket.

The link just takes me to Mission Control to edit my profile.

I can see old Support tickets in Notifications, but the links are all 404.

Yes, I have active licenses.

Yes, I can access the license portal.

Yes, I can access the Community all with my single login (I am posting this).

I can't access Support to open a ticket. I don't even see where I can do this. Even the link to Support that my Sales POC provided : https://community.alteryx.com/t5/Support/bd-p/SupportPage takes me Mission Control Preference Center.

Mission Control does not even show me assigned to a sales POC, fortunately I have their contact info (and have spoken to them today).

Help

Licensing

Accepted answers

hellyars

Update:

Resolved Monday 3/25 on Day 25

From what I can observe and have been told...

Solution was always with Fulfillment, not Support
Actual solution takes only took a few minutes to resolve
Fulfillment's inability to understand ask and quick to pass the buck to Support on 3/1 sent this down the 25 day rabbit hole
Support understood ask, had a plan, but the plan required coordination with Community Support (email) and Fulfillment (email+licenses)
Support never had the ability to implement the requested changes
Support's ability to coordinate effort complicated by apparent challenges with cross function/team communications
More than one delay could have been avoided if this or that team had just referenced Support case # or tried to reach to Support POC or Sales POC (and referenced in each email)
Mind blown to find out on ~3/22 that the solution always resided with Fulfillment
It took Fulfillment less than 10 minutes on 3/25 to walk me through and verify the changes - highlighting disparity with my 3/1 vs 3/25 experience

Thank Odin for the perseverance of my Support POC

BTW. This is was not the first time I tried to get the email associated with my license changed. Now I understand why I gave up on prior attempts when things just seemed to fizzle.

All comments

hellyars

Sales POC put me in touch with the Fulfillment Center.

I had a back and forth over email. The conversation seemed "off".

They are referring it to Customer Support, what I can't access!

Doubly so, given this all concerns the need to switch my primary email.

Can a human from Alteryx Support reach out to me?

cjaneczko

Mission control is the correct place. You dont see the following menu on the left?

hellyars

@cjaneczko

Nope. All I see is this...

To clarify, I can access my license portal (everything is active/valid)

Screenshot 2024-03-01 133637.png

hellyars

From within Mission Control...

My profile settings and account info (including products and licenses) are all correct.

hellyars

The missing Account Team and Case Management explains why I can't access Support, see my old tickets, etc.

So the Fulfillment Center passing my issue to Customer Support -- I won't be able to access, view, communicate with them.

danilang

Hi @hellyars

Support is always accessible at Mission Control . Include as much info as you can from your previous conversations with fulfillment

Edit: That was fun. What I typed in was support{Ampersand}alteryx.com and that was converted to Mission Control. Voodoo trickery!

Edit #2: When I first tried the Mission Control site, I had the same issue as you. No case files, etc. They reappeared after I refreshed the page.

Dan

hellyars

@danilang

I hit refresh more than once. I even rebooted. I am even tried from another computer. Same as below. Mission Control does not show Account Team or Case Management.

Support link from Community page should take me to Support, but instead takes me to Mission Control Preference Center, not support. BTW, I can verify my account information, products, and licensees are all good from within Preferences. So, I have no clue what gives.

EDIT: The links to old cases under Notifications below are dead-ends (they result in 404 not found)

Screenshot 2024-03-01 153349.png

hellyars

@danilang

You can see from within Mission Control my license is valid/active (and I can access the license portal).
What I cant do is see let alone access support.

Note also that in the Notifications list the links to old support tickets generate 404 errors.

Screenshot 2024-03-01 154505.png

hellyars

I am trapped in a circular reference.

All links to Support go to Mission Control, where I have no links to Support, Manage Cases, or even view Old Cases.

It does not matter how many time I refresh the page.

danilang

Hi @hellyars

Have you managed to resolve this? Did you try sending an email to "support @ Alteryx.com"(without the spaces of course)

Dan

danilang

@BrandonB

Hi Brandon. Can you help out here? @hellyars has a problem accessing Mission Control. And since Mission Control is where you log tickets, hellyars can't report the problem.

Dan

hellyars

@danilang

Thank you.

Quick answer = No.

As mentioned, sales rep put me in touch with the Fulfillment Center. Ultimately I received an email from them that said were opening a ticket with the Support. But, I have not seen anything (i.e., an automated email) to suggest that occurred.

And of course the whole problem revolves around my efforts to try to get the legacy email associated with my account transferred without disrupting product access or my Community account.

I did just receive an SSO invite to my new email, but without any context or instructions regarding what this means for current licenses and my legacy Community profile etc. and nobody has reached out to tell me what needs to be done etc.

hellyars

@danilang

@BrandonB

I still have zero situational awareness.

I have 2nd hand info that a ticket was opened.

I was told I have a new "relationship manager."

I have an email to setup a new SSO, which I assume means a new account needs to be established.

But, I have nothing from anyone at my old or new email that says what the plan is or what I need to do.

I am trying to avoid being stuck between two accounts a few days going into the busiest week of my year (next week).

And of course, the fact that I have zero ability to see or communicate/coordinate with Support vexes me

hellyars

A little situational awareness would be useful.

I still have no clue what is being done and what I need to do to get this resolved.

hellyars

@danilang

Still no substantive update.

I only know a case was opened.

I did not received anything from the system to verify the context and status of the case.

I don't even know who opened it, when, or for what issue. So, I don't know if the case is looking at the right issue or a now inconsequential side issue.

Nobody can confirm why I received or what I should do with the automated registration email I received?

Someone sent me a link to https://alteryx.lightning.force.com but did not explain why, what for, or what credentials I should use (especially if the overall solution requires migrating my legacy account to an new account).

hellyars

To review origin of issue:

Had to migrate Alyteryx to a new workstation.

Had trouble receiving 2FA emails before they timed out. Eventually did and was able to successfully access the license portal.

There is a documented history of not reliably receiving Alteryx emails at my legacy account -- an old email that we wish to phase out anyways.

Tried to open a support case to resolve email issue once and for all only to discover my mission control lacked any means to open or view support cases (it was also missing a link to Account Team and links to old cases were dead/404).

Called sales rep and the rest is above....

danilang

Hi @hellyars

Can you pm me your new email address? I'll send an email to the Alteryx Support address and cc you. We'll see what happens then.

Dan

hellyars

@danilang

I tried.

Evidently I reached my limit.

I sent a DM earlier this week (+ 1 previously = 2 lifetime).

BrandonB

Hi @danilang and @hellyars - I checked in with the sales rep and looked at the support case and it would appear that they are working on scheduling with you now. Thanks for your patience here, I'm not part of the support org so don't always have visibility to these things and just got back from an onsite with a customer so haven't been on Community.

hellyars

Thanks.

Yeah, Support reached out late yesterday.

Looks like a call on Friday -- 1 week after case was created.

Still can't see case. Don't know if Support has the right issue or even knows the issue.

Told everyone from start that need solution before next week -- given client event driven project/needs.

Lack of visibility has been frustrating

I was even told: "you are likely unable to access the support portal with the "legacy" email because that email does not have a community account (i.e., this Community account) -- even after I provided my active license keys (accessed with the email in question from the portal).

In the end, I just want to change an email and ensure no license issues (if we have to change account) that could impact my ability to generate client deliverables next week. I've already lost this week to migrate Alteryx back to my primary workstation to support prep work.

hellyars

Support did reach out yesterday.

I sent back a few questions to clarify / confirm issue to be worked/resolved along with asking if we could move up the call.

They have not yet had a chance to respond.

Again, I just want to change the email to my account so I can get 2FA in a timely fashion + open/view/respond to trouble tickets.

I am going to make a YubiKey feature request for 2FA, but then again I would not have discovered inability to open/view support cases.

hellyars

The issue is still not resolved.

Case opened by Fulfillment on 3/1 and transferred to Support (also on 3/1).
- See above
Great call with Support on 3/8.
- They understood the issue -- and had a plan!!!
- Restored my ability to access Support via Mission Control (it was a missing Sales Force entry) -- it was real!
- Told me what needed to happen to change the email associated with my account/licenses/portals/community etc.
- But, Support can not proceed with the proposed solution until Community Support does X, Y, and Z
Emailed Community Support on 3/8 with request (as instructed by Support)
- In case there were any questions, the email included references to my Support case # and point of contact
- Support requested I ask Community Support to expedite the request
Support followed up with me on Monday 3/11 and Thursday (3/13 in AM), but I had yet to receive a response from Community Support
- The follow ups by Support are a positive note and much appreciated, my Sales Rep has also been responsive (another positive)
Late today (3/13) Community Support responded
- No action was taken
- They do not understand the request
- To avoid confusing the issue further, I told them to contact Support and reference the Support case #

This vexes me.

It should not be this difficult to change an email.

Given this is my busiest week of the year, at least there have been no interruptions of service (license switches on/off)

@danilang

hellyars

My inability to see the links to Case Management and Account Team were real.

The problem was due to a missing Sales Force entry.

It took Support less than a minute to fix and my links/access/visibility were restored.

Now if we can just get the primary issue - email change resolved.

A YubiKey 2FA method would help avoid issues with unreliable/slow 2FA email codes. They are also more secure -- and nerdy.

hellyars

Day 13

Spoke to Support again this morning (3/14)

Challenge seems to be getting Alteryx to talk to Alteryx.

Not responding to internal pings from Support.

Support suggested I send another email request to Community Support.

Stating exactly what I said last time. Transfer everything from new to old email address.

Curious if missing Sales Force entry (account team) had anything to do with internal communication challenges.

Kudos to my Support POC. They have a plan. They are checking up. And, they are trying to find a way to navigate this.

Putting Sales POC and Support POC in contact hopefully helps move things along.

At its root, this is about changing the email associated with an account and licenses.

Now I understand why prior attempts to get this done fizzled.

If it were not for my hardware troubles prompting a machine switc1h, the subsequent 2FA troubles and lack of Support access/visibility, I might not have stuck this one out.

@BrandonB @danilang

hellyars

Day 18

Second email sent to Community Support on 3/14 as directed by Support.

Still no progress.

anilahir490

HI,

As per my knowledge, you are not using a proper ticket view format. Despite having active licenses and access to other resources like the Community and Alteryx tutorial , you're redirected to Mission Control or encounter 404 errors when trying to access Support links.

You can this method to resolve this, you should directly contact your Alteryx Sales Point of Contact (POC) for assistance. They should be able to help you open a ticket or direct you to the appropriate support channel. Since you've already spoken to your Sales POC today, reaching out to them again is the best course of action.

I hope this will help you.

hellyars

@anilahir490

My inability to access Support via Mission Control was due to an issue on the Alteryx side. I did not have an Account Team assigned to me in Sales Force. This explains why my Mission Control also lacked Account Team links. Somewhere along the way My Account team entries got corrupted (as I never had this problem until recently). Support assigned / re-mapped my Account Team in Sales Force and my permissions to access Support were restored.

So, my ability to open, view, and communicate with Support has been restored.

But, this was a secondary issue discovered when trying to open a ticket on the primary issue.

The primary issue has yeet to be resolved. I am working with Support and my Sales POC.

The fix requires cross function/team coordination between Support, Community Support, Sales, et al.

It has been 19 days.

hellyars

Still not resolved.

There has been some movement.

Community Support says all I need to do is X.

If so, why did it take 19 days to tell me that.

BUT, this is where it gets scary.

It is not clear if the step I am being asked to take (because it is is so/too simple) facilitates or complicates what Support is trying to do (w/o loosing all current assets).

So, questions to clarify sent back to Community Support to make sure this will work.

I don't understand why we can't just get Support and Community Support on the same call or talk.

hellyars

Day 21.

Mind BLOWN.

So created new community email per Support and Community Support instructions received in the last two days.

Community Support will transfer all assets of this account / username to the new email. Fingers crossed.

Support will then transfer licenses to new email. OR so that's what I was told....but Support just confirmed Fulfillment had the power to do it all along.

Support will tell Fulfillment to transfer my licenses to the new account.

I opened the ticket with Fulfillment 21 days ago - they punted it to Support.

It took 19 days to find out I need to create a new email so Fulfillment can transfer the licenses to it.

It took 21 days to find out Fulfillment could have fixed this 21 days ago.

Hopefully this is all resolved in the next day or two. Fingers crossed.

hellyars

Update:

Resolved Monday 3/25 on Day 25

From what I can observe and have been told...

Solution was always with Fulfillment, not Support
Actual solution takes only took a few minutes to resolve
Fulfillment's inability to understand ask and quick to pass the buck to Support on 3/1 sent this down the 25 day rabbit hole
Support understood ask, had a plan, but the plan required coordination with Community Support (email) and Fulfillment (email+licenses)
Support never had the ability to implement the requested changes
Support's ability to coordinate effort complicated by apparent challenges with cross function/team communications
More than one delay could have been avoided if this or that team had just referenced Support case # or tried to reach to Support POC or Sales POC (and referenced in each email)
Mind blown to find out on ~3/22 that the solution always resided with Fulfillment
It took Fulfillment less than 10 minutes on 3/25 to walk me through and verify the changes - highlighting disparity with my 3/1 vs 3/25 experience

Thank Odin for the perseverance of my Support POC

BTW. This is was not the first time I tried to get the email associated with my license changed. Now I understand why I gave up on prior attempts when things just seemed to fizzle.

BrandonB

Thanks for your patience @hellyars

I've routed this feedback internally and hopefully the solution helps others who may find themselves in a similar situation.

BrandonB

@hellyars have you seen this yet?

https://community.alteryx.com/t5/Alter-Nation/Community-Account-Changes-have-Arrived/ba-p/1271615

😁

Although not the exact issue, these types of account access issues are now being addressed proactively.

@danilang