Getting Support from Datto

At Datto, we love solving problems!

Before we can assist with technical queries, we require a detailed issue description and the relevant IDs.

Why are IDs required?

IDs are the only information we know with certainty are unique. They allow us to immediately locate the relevant information, access a wealth of further information on the back end and, most fundamentally, ensure that we're providing an accurate response based on the variables specific to your account.

Which IDs are required?

Reseller IDA unique number that identifies a Workplace Partner. - Always required

UserA user is anyone with access to Workplace. ID - If the issue is experienced within Workplace OnlineWorkplace Online is the web portal that users within a team can use to access their data and administer their team..

DeviceA device is computing device that has access to Autotask Workplace, including both mobile devices and computers. ID - If the issue is in reference to a particular device.

File ID - If the issue is in reference to a particular project, folder or file.

TeamA team is an entity, usually a company, which subscribes to the Workplace service. A team is made up of members and connections. ID - If an issue affects one specific team.

The How to... section of this topic details how to find your IDs.

In addition to the relevant IDs and issue description, the table below describes additional information that you can provide which will help expedite the process of finding a resolution to the reported problem.

Information Description
A concise, detailed description of the issue Remember, we only know what you tell us! The more descriptive information you provide, the quicker we can understand the issue and find a resolution.
Steps to reproduce If the issue is reproducible, provide step-by-step instruction of how to reproduce the issue/error.
Troubleshooting performed To avoid us asking you to perform steps you've already tried, let us know each step you've tried already and the outcome of each step.
Screen shots/screen recording Seeing the issue can often be very helpful. Where appropriate, provide screen shots or a screen recording.
Logs If the issue is regarding Workplace DesktopAlso known as the Workplace Desktop app, and in the context of this documentation, simply "the app," Workplace Desktop is the software installed on a computer that is responsible for synchronizing data between the local drive and the cloud., attach the log.
Date, time & time zone So we can identify the appropriate log entries. where possible include information regarding the date, time and time zone when the issue occurred.

 

For technical assistance, please submit a support ticket with the relevant information, as described above.

How to...

 

For further information about Datto Support, refer to Datto Customer Support.

 

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