As we continue to complete integration efforts between Kaseya and Datto, we are excited to announce that we have transitioned Datto Technical Support and Datto Billing Support processes from Salesforce Service Cloud to the Zendesk platform as of Friday, February 3, 2023 at 8:00pm ET as we move toward a unified ticketing system across Kaseya entities. Visitors to help.datto.com will be redirected to helpdesk.kaseya.com to submit tickets, chat with a representative, and access knowledge base articles.

Open Tickets and Ticket History

If you currently have a ticket open with Datto Technical Support and Billing Support, rest assured that it will be migrated to the new platform. We will also be migrating the last 12 months of ticket submissions so that our Support teams can refer to previous data and continue to provide you with the best level of service.

Viewing and Submitting Tickets in Zendesk

Starting on February 3, 2023 at 8:00pm ET, all Datto partners and Kaseya customers will be required to submit support tickets via helpdesk.kaseya.com. 

Note: Users can create tickets within Kaseya Helpdesk without logging into an account.

Accessing Knowledge Base (KB) Articles

Following this Zendesk launch, Datto partners who visit help.datto.com will be redirected to helpdesk.kaseya.com, where the Kaseya KB is housed. You will be able to access KBs for each Datto product by clicking on main page links or searching the Kaseya KB. Note that browser bookmarks and in-product links to KBs for some product lines will need to be updated.

Thank you for your patience as we continue to create a unified experience across all Kaseya companies and product lines. Please contact us through helpdesk.kaseya.com with any questions.