Create an Athos Help Desk Account

Overview

To ensure a seamless support experience, we encourage you to create a Athos Commerce Help Desk account for all your future support requests. There are multiple advantages to creating an account and submitting tickets via our Help Desk:

• Enhanced ticket tracking: Easily track the status and progress of your support requests, providing you with greater visibility into the resolution process.
• Centralized communication: All support-related communications are maintained in one place, preventing information from being lost or misplaced in email threads.
• Improved customer experience: The Help Desk helps us to better understand your support needs, allowing us to offer more personalized and tailored assistance and enhancing your overall customer experience.
• Enabling self-service resources: In the coming months, our goal is to bolster our knowledge base and self-service resources, empowering you to find quick answers to common questions or issues.

Note: As of September 12th, 2023, the email addresses support@searchspring.com and support@searchspring.net can no longer be used to create support tickets.  Any tickets submitted through these email addresses will automatically be closed and unmonitored. You will receive an auto-response containing instructions on how to submit a ticket through the proper support channel.

Step 1: Access the Athos Help Desk Sign Up Page 

To get submit a support request, follow the steps below to create your Athos Help Desk account:

1. Launch your web browser and navigate to Athos' Help Desk website at https://support-search.athoscommerce.com/
2. In the top right corner, click the “Sign in” link. This will redirect you to the account sign-in page.
   

3. Click the link “Sign up".

   

Step 2: Create your account 

1. On the account creation page, enter your full name. This name will appear on your Athos Help Desk profile in Zendesk and in all communications with our Support team.

   

2. Enter your valid email address in the designated field. Ensure that the email address you provide is active and accessible, as Athos’ Help Desk will send a verification email to this address.

Note: For those who have previously submitted tickets through email and haven't created a Athos Help Desk account yet, we highly recommend using the same email address for your ticket submissions. Doing this grants you access to both your current and past tickets.

If you decide to use the same email address to sign up, you will receive a notification that an account already exists for Athos Help Desk. To proceed, you will click "reset your password," and during this process, you will be prompted to set a password.

Step 3: Verify Your Email Address

1. Check your inbox for an email from Athos' Help Desk. If you don’t see it in your inbox, make sure to check your spam or junk folder. 
2. Open the email and click the link provided to create your password. You will be prompted to set a password for your Athos Help Desk account.

Step 4: Start Using Your Athos Help Desk Account

1. After you create your account and log in, you have the ability to submit a ticket request and to manage your tickets within your user account profile under "Requests".

   

2. You will see the tickets you have submitted under the "My requests" tab. The tickets that you are CC'd on will appear under the "Requests I'm CC'd on" tab.

   
   Note: Make sure you're logged in by checking for your profile name in the top right corner. This ensures your tickets are linked to your user account.

3. When submitting a request to our Support team, please provide detailed information about the changes or issues to help us assist you more efficiently.
   
   Note: The "Organization" field will appear if you are part of multiple organization accounts. Please select the one associated with the domain you are reporting on. If you do not see the correct organization account on the list, please submit a ticket letting us know, and our team will have you added.

Frequently Asked Questions (FAQ)

• How do I reset my password? To reset your password in Zendesk, go to the login page and click the "Forgot Password?" link. Enter the email address associated with your account and submit. Check your inbox for a password reset link, and if you don’t see it, check your spam folder. Follow the link, set a new password, and save it. You can then log in with your updated password.
• Why should I manually add a CC user instead of forwarding an email? Manually adding a CC user ensures they receive all future ticket updates and communications.
• What happens if I forward an email instead of adding a CC? Forwarding an email sends a copy of the message but doesn't associate the recipient with the ticket, meaning they won’t receive future updates if they respond.