General Consultant Discussion

Atlas customer case management. What has been other customer's experience (Exceptional I'm sure!) when they open a new case in Atlas Customer Portal? One customer posted a case 7 days ago regarding a Payroll issue in version 4.30 with Extended Solution. The case shows OPEN and status is HIGH in the customer portal, but no response from SAGE yet! Is opening a case in Atlas just a formality and if you are really looking for an answer, the customer has to call to follow up?

I have never faxed or opened cases online for mostly this reason.

If the issue is with the Extended Solution, our experience has been that you won't get an answer because they are no longer supported. I would have expected Sage to say as much directly rather than letting the ticket sit open indefinitely but that may be the case here.

I tried once or twice to open a case online, but I never got a response. Phone is the only way to go.