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).

[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.