Aerohive Support Portal - actually log a ticket

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  • Updated 2 years ago
I need to lodge a support request on behalf of a client, but when I log into the support portal I cant find the page where I actually log the ticket.  It seems to run around in circles.  Some screens tell me to log in, which I am already, but do so again, others take me back to the Hive Care Support summary page.  Can some one provide some guidance.  This is the first time I have recommended Aerohive to a healthcare client and am concerned that support is purposefully obscure to obtain.
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Ask Itee

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  • frustrated

Posted 2 years ago

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Bill W.

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It's not obscure at all.  You just have to go to "Case Management" to open a support ticket.
1. Go to https://support.aerohive.com/
2. Login
3. If not directly taken to your "Case List" upon login, click the "Case Management" link on the left side of the screen under the Support offerings.
4. Click on the "New Case" button to start a support ticket
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Ask Itee

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HI Guys and thanks for the response.  Case Management is not present as a link anywhere on the page.  I have included a screen capture showing what I see when I log in.

The nature of my support request is I have a client who is about to retire the domain name used for the Aerohive Hive Manager Online login having changed their business name,  They have a new Internet Domain name and wanted to know how I make this happen.  I now have 48 hrs to complete the task.
 
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Bill W.

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Interesting. I wonder if it has to do with your level of support, or the privileges in support that your login has.

If that is the case, you should just call the phone support number to resolve your issue, and also to find out why you can't open a ticket online.
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Ask Itee

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Thanks Bill, haven't been able to find a support number for Australia, which was why I was trying the website.  Most of my customers sites are Ruckus and thought I'd give the Aerohive a try.  Luckily we've only deployed 8 units on trial before we go company wide. Its interesting that when I signed up the 1st customer I received all the support blurb I needed so i this an odd experience or the norm.

It seems a bit like Facebook where you get run around in circles if you need to contact someone to get an issue sorted out. :)

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Bill W.

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I think you would just call the international support number listed, 1-408-510-6100. I also found the number to the Aerohive office in Australia, 1800-306-286, and their email, ausales@aerohive.com.
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Bill W.

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Also, I should mention that we have been very happy with Aerohive support. We have been a customer for several years and have always received excellent support from them.
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Ask Itee

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Bill you are a legend.  Many many thanks