Submitting and Managing Alleo Support Tickets

This guide is intended to assist Alleo users with finding information on how to create and manage Alleo Support requests. 

How can I create a ticket?

1. Go to support.withalleo.com and log in with either your Alleo cloud user credentials or Alleo Support credentials. This will take you to the Alleo Support center homepage.

2. Click on Submit a request  next to your user in the upper right to open the ticket creation form.
   

3. Fill out the form with the subject and necessary details about your issue, then ensure you press Submit to complete the ticket.
   We encourage you to list as much information as possible including (but not limited to):

   • Alleo Product (Alleo client, Alleo Rooms, etc.)
   • Steps needed to replicate the issue
   • Frequency the issue occurs (e.g. doe this occur 100%?)
   • Screen captures
   • Log files as needed

4. After submitting, you’ll receive an automated email with your ticket number and a summary of the issue for easy tracking.

How can I view my open tickets?

1. Go to the My Requests page, by selecting Requests located under your profile name, to see all open tickets associated with your user.
   
2. This page displays a list of all your Alleo Support tickets. If you're a company administrator, you can request access to view all Alleo Support tickets within your organization.
   
3. You can click the dropdown on Status to filter as needed.
4. You can click on a ticket to view the communication thread, any attachments, and other ticket information. 

How can I respond to a ticket?

1. Reply via Email: You can respond directly to the Alleo Support email notification you received. This will notify an Alleo Support agent and your response will be added to the ticket thread in the Alleo Support Center.

2. Reply in the Support Center: While viewing your ticket in the Support Center, click the "Reply" button at the bottom of the screen. This opens a text editor where you can compose a message to the Alleo Support team and Cc any additional contacts if needed.

How can I close a ticket?

1. Reply to the ticket to let the Alleo agent know if the issue has been resolved, and they will close the ticket on your behalf.

2. You will receive an email notification once the ticket has been closed.

How can I create a ticket via voicemail?

1. Call Alleo’s voicemail line at (855) 767-9778

2. Leave a detailed voicemail message describing your issue. An Alleo Support ticket will be automatically created, with the audio message attached for the Alleo Support team.