Are there changes in how to contact Support for CloudSense?

Yes. There will be a new Support Portal to log tickets and manage all active requests starting Monday, December 16, 2024 at 12:00 PM UTC. This portal can be accessed through this link: https://supportportal.cloudsense.com/

Note: You will not be able to raise tickets post this time through the current support portal 

How do I access the Support portal?
To access your support site, please go to CloudSense Support portal. Click “Sign In” at the top right corner of your screen.

• If you are a user with existing credentials in the current support portal, you can log in with your usual email address after resetting your password by clicking on the “Forgot password?” link and following the instructions below after landing on the portal. 

• If you are a new user, please click on the “Need an account? Sign up” option instead. Enter your Full name and email to receive a verification email sent to the email address. You will be able to create a new password through the link in the verification email.

How do I create a ticket?

• After signing in, click on the chat icon in the bottom right corner or select “Start a Conversation” at the top. A banner for ATLAS will appear; click on “Start Chat” to initiate a session with ATLAS.

• This will open a window for ATLAS chat, where our AI, specialized in CloudSense, will assist you with your questions and issues.

• ATLAS can significantly reduce the time it takes to receive help. If ATLAS cannot resolve your problem, it will conduct an initial triage and gather relevant information before transferring you to an agent, enabling us to assist you more efficiently.

• While you have the option to raise a ticket directly, we encourage you to interact with ATLAS first to ensure that the necessary information is collected, helping our agents address your issue more effectively.

What happens if I have an open ticket?

• After the migration to the new system all previously open / pending tickets will be moved and assigned a different conversation ID for better tracking purposes.

• After signing in to the Portal you will be able to see all support requests created by you by clicking the “My Conversations” button which can be accessed through the profile icon on the top right corner.

Will I still be able to email Support?
Yes, you will continue to be able to email Support through support@cloudsensesolutions.com OR 24x7-license-support@cloudsense.com. If there are any changes to this going forward, we will provide you with sufficient notice.