SpamExperts Support Migration to N-AbleMe

As part of our commitment to providing the best possible service, N-able SpamExperts will transition from my.spamexperts.com to a new support platform, N-AbleMe. This migration is designed to streamline our support processes, integrate data more effectively, and enhance your overall experience.

If you have any questions, please contact your SpamExperts Account Manager or reach out to sales@spamexperts.com.

Existing Access to N-AbleMe

If you use other N-able products, you may already be familiar with N-AbleMe, and already have a login here.

In this case, no additional steps are required, but we request that from the 26th of August 2024, you start submitting any new support tickets through N-AbleMe just as you would for any other product.

To do this, see Raise Support Ticket

No Current Access to N-AbleMe

For partners who do not use any other N-able product, or do not already have access to N-AbleMe, you will receive an email in early August with instructions on how to create an account, that should be followed at your earliest convenience.

Once you have access, submit any new support tickets via N-AbleMe by following the Raise Support Ticket instructions.

For information on how to use N-AbleMe, please see the N-AbleMe User Guide.

Raise Support Ticket

New support tickets can be raised by:

Login to N-AbleMe
Navigate to the Support page from the top menu
Click create a new case
Support tickets are split into two kinds, depending on what you need help with:
1. An N-able Product - Create a technical support case to help with such things as installation and setup, performance issues, bug reporting, security queries and, data or system recovery, etc.
  1. Provide details on the issue you are encountering by filling in the form in as much detail as you are able
    - Product - select SpamExperts from the dropdown
    - Category - select the topic or section of SpamExperts that your issue relates to from the dropdown
    - Subject - provide a brief few words to describe the crux of the problem
    - Description of the problem - provide a longer, more detailed description of the issue; including errors received, specific users or domains this relates to, and details of how to reproduce the error, if possible
    - Severity - select the severity of the issue from Normal, High, and Emergency
    - Attach files or screenshots to help us understand the issue
2. An N-able Account - Create a customer care case to help with such things as billing or invoice queries, account management, SSO credentials, and provisioning issues, etc.
  1. Provide details on the query you would like assistance with by filling in the form in as much detail as you are able
    - Category - select a wider subject that your query relates to from the dropdown
    - Topic - select a more detailed matter from the dropdown
    - Subject - provide a brief few words to describe the crux of the query
    - Description of the problem - provide a longer, more detailed description of the query
    - Attach files or screenshots to help us understand the query
Click Submit Ticket

Manage Support Tickets

Existing support tickets that have been created in N-AbleMe are found in the Support page, under the Support Cases section, where you can check the status of the ticket and responses from our support team.

This is broken into five sections:

My Open Cases
My Closed Cases
My Company's Cases
Cases Requiring Action
Getting Started Cases

Access to my.spamexperts.com portal

Though we are shifting support tickets away from the SpamExperts portal (my.spamexperts.com), you can still log in here to view knowledge base information and billing details.

Any new support tickets must be submitted through N-AbleMe.

What will happen to my old WHMCS tickets?

Historic ticket/case information from my.spamexperts.com will remain there, and access to this will not be changed or removed.