Get Help - Intro to Connected Support

Knowledge Base · Support & Help

Applies to: All Supported Versions  |  Platform: macOS, Windows, Connected on Demand  |  Prepared: August 2026

ARTICLE CONTENTS

1. Overview
2. What Are Tickets Used For?
3. How to Submit a Ticket
4. How to Help Ensure Your Issue Gets a Fast Response
5. Things That Could Cause Delays
6. Access Our Knowledge Base to Find Quick Answers
7. Creating a Login to the Connected Support Portal

1. Overview

Submitting a ticket is the fastest and most efficient way for us to help you. Tickets allow for communication of details, attachments, screenshots, and links to information that aren't possible over the phone. Our team of agents closely monitors the ticket system and responds quickly to all requests for assistance.

2. What Are Tickets Used For?

Tickets are used for many different things, including technical support requests. A few examples are:

• General technical support
• Software downloads and/or updates
• Data migration and new company setup
• Connected on Demand new company and/or new user setup/modification
• Additional services

3. How to Submit a Ticket

There are three ways to start a support ticket:

1. Visit support.accountek.com/support/tickets/new.
2. Click the Help tab in the Connected Desktop window, then choose Open a Ticket, as shown below.
   
3. Select Help → Support → Submit Ticketfrom within Connected, as shown below.
   

4. How to Help Ensure Your Issue Gets a Fast Response

• Create one ticket per issue.
• Add a brief subject line to the ticket.
• Describe the issue you're having within the body of the ticket.
• Include screenshots of any system messages, printouts, or issues you're seeing.
• Reply to the ticket emails, or post a response when logged into our support site.

5. Things That Could Cause Delays

• Using old tickets to report a new problem.
• Sending emails directly to one of the agents — this does not automatically open a ticket.
• Opening multiple tickets for the same issue.
• Asking about more than one issue on a single ticket.

6. Access Our Knowledge Base to Find Quick Answers

• Search our Connected University Knowledge Base articles.
• Quickly find answers and guidance on various topics and processes.

7. Creating a Login to the Connected Support Portal

Customers who have accounts in our support portal, support.accountek.com, can:

• View, track, and monitor ticket status and history.
• Request a login — logins are created on request.
• Simply request a login, and an agent will verify your email and send a confirmation so you can create your credentials.