Welcome to the Alteryx Knowledge Base

This article explains how to access the Alteryx support experience, successfully submit a Support case through our Customer Portal, MyAlteryx portal, and track the case after submission.

Case Management in MyAlteryx

• Registered in MyAlteryx
• Active Alteryx license or Case Management access provisioned to your MyAlteryx account (for example, users designated as Case Supervisors).

Step 1: Register for a New Account (For First-Time Users)

1. Click on the Sign Up button in MyAlteryx.
2. Select the Sign up here link.
3. Enter your email address to receive a verification code, using the same email that is associated with your Alteryx license.
4. Fill out the required fields, including your name and password.

Step 2: Navigate to the Case Management Page

1. Once logged in, access the Case Management section.
2. Select the Submit New Case button.
   • You'll see two tiles:
     1. Customer Support: choose this option for product functionality issues, technical troubleshooting, configuration issues, upgrade assistance, and general "how-to" product questions.
        • Note: If you do not see the Case Management option, your account may not yet be provisioned for Case Management. Contact your Alteryx Account Team to request access. Users who serve as Case Supervisors can be provisioned with Case Management access even if they do not have an active product license, where applicable. 
     2. Licensing and Fulfillment: choose this option for activation issues, account access problems, and product entitlement questions. 

Step 3: Describe the Issue

1. Describe your issue: enter a concise summary of the problem, stating the product and including key error text when applicable.
2. Additional details: use the text editor to provide a complete description of the issue, including: exact error messages, expected vs actual behavior, and business impact. Providing structured details improves triage speed and reduces back-and-forth.
3. Click Next
4. Review suggested articles based on the issue you described.
5. Enter the required details to ensure accurate routing and prioritization.
6. Upload files: attach screenshots, logs, or other files to accelerate resolution.
   • Review our additional guidance for the files that are helpful depending on your issue.
   • Access the Generate Support File Tool directly if your issue is related to Alteryx Designer.

Step 4: Submit Your Case

1. Review all entered information.
2. Click Submit.
3. You will receive:
   • An on-screen confirmation message
   • An email with your case number. Keep this case number handy for future reference.

How do I track my case?

The Case Management section is where you can view the status of your submitted cases, add more information, and communicate directly with an Alteryx Support team member. Check this section periodically for updates and requests from the Support team.

How do I add a comment to my case?

You can add updates or respond to your Support Engineer directly from Case Management.

1. Go to the Case Management tab.
2. Select the case you want to update.
3. Enter your comment in the Comment text field.
4. Click Post to add your comment to the case.

What if I don't see the Case Management section in MyAlteryx?

Case Management access is controlled through account provisioning. Most licensed users receive access automatically, but designated Case Supervisors and other approved administrative users can also be provisioned without an active product license. If you believe you should have access, contact your Alteryx account team to have your MyAlteryx account reviewed and provisioned appropriately.