Engage with Alteryx Customer Support via Case Management in MyAlteryx.
Registered in MyAlteryx
Licensed Alteryx User
To ensure efficiency in your engagement with support, it's essential to provide a clear, concise description of the issue, include necessary log files, specify the severity accurately, and add special instructions.
Also, incorporating screenshots or recordings, giving detailed environment information, stating expected versus actual results, and maintaining open communication channels can aid in efficiently resolving the problem. Updating the case with new information as the issue evolves is also crucial.
Case Management Portal
Using Case Management in MyAlteryx is the preferred way for customers to contact Customer Support. The Case Management Portal offers relevant solutions during the case creation process and allows customers to provide important information and logs.
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Case Description
The description should be clear, concise, and precise. State the problem or issue in simple terms and specify when and where the issue occurs. It's important to provide context, including the frequency of occurrence, conditions under which it happens, and any troubleshooting steps you have already taken.
Provide Special Instructions
If there are any special instructions to be included in the case, make sure they are detailed in an easily understandable format. For example, if there are specific times when a system can be accessed or a specific individual needs to be contacted for additional information, include this in the case submission.
Expected vs. Actual Results
Clearly define what you expected to happen versus what happened. This helps the support team understand the gap and identify potential reasons for the issue.
Environment Details
In addition to selecting the relevant product and categories, it's also helpful to provide details about your operating environment. This may include your operating system, the version of Alteryx you're running, and any other software that may interact with Alteryx.
Reason for Submission
Selecting the appropriate reason for your case helps to best classify the request. See the definitions for case reason.
Guidelines on Severity
When setting the severity of a case, consider the issue’s impact on your work. Use the following guidelines.
Provide Screenshots or Screen Recordings
Whenever possible, provide screenshots or screen recordings of the problem. These are extremely helpful to the support team in visualizing and understanding your issue. Ensure images or videos are clear, legible, and accurately depict the problem.
Include Necessary Log Files
Attach necessary log files related to the issue whenever possible. These may include error logs, application logs, system logs, etc. These logs help the support team understand the problem more deeply. Use the Generate Support File tool in Designer for easy log capture.
Keep Communication Channels Open
Once you've submitted your case, ensure you're available for any follow-up communication from the support team. Respond to their queries promptly to avoid delays in resolving the issue.
Update Your Case
If the issue evolves or you discover new information after submitting the case, make sure to update the case with the new details.
By following these best practices, you can ensure that your case is handled efficiently and effectively, leading to a quicker resolution of the problem.