Your support portal provides a single place to view every support ticket you've raised with Atomi. You can read the full conversation history on each ticket, reply without leaving the page and raise new tickets when something comes up. Instead of digging through your inbox, you get a single, organised view of your support history.
By the end of this article, you'll know what the portal does, who can use it and how to get started.
What it does
Once you're logged in, the portal lets you:
See a list of your open and closed support tickets
Read the full conversation history on each ticket
Reply to updates from the Atomi support team
Raise a new ticket through the connected support form
Good to know: every reply you send through the portal reaches the support team just like an email would. It's the same conversation, just kept in one place instead of spread across your inbox.
Who it's for
The portal is available to any active Atomi school. For students, access is limited to Year/Grade 10 and above.
How and when to use it
Use the portal when you want a quick status check without waiting on a reply, especially during busier periods like the start of Semester. It's also useful for returning to an older issue, since the full history is already there and you won't need to explain what happened again.
Tip: if you've chatted with the Atomi AI support assistant, that conversation is saved to your portal as a ticket once it closes. Your chats, emails and tickets all end up in the same view.
Getting started
Wait for your access notification. If your school has portal access, you'll receive an automatic notification with a link to create your login. You don't need to request this.
Create your login. Follow the link in the notification to set up your account.
Log in to the portal. Once you're logged in, your tickets appear straight away.
Open a ticket to read its history. Select any ticket from your list to see the full conversation.
Reply to a ticket. Add your reply directly in the conversation thread.
Raise a new ticket. Use the connected support form to start a new request.
What it doesn't do
A few things worth knowing upfront:
Limitation | What that means |
Not for bulk file sharing | You can attach files to a ticket conversation, but it's not built for large-scale document exchange. |
Not a usage dashboard | You won't find analytics or account data here, just your support tickets. |
Doesn't replace email or chat | It's an extra option alongside them, not instead of them. |
Only shows linked tickets | A ticket logged internally without a chat or email thread attached won't show up in your portal view. |
FAQs
Do I need to set anything up myself?
No. If your school has portal access, you'll get an automatic notification with a link to create your login.
Can students use the portal?
Yes, if they're in Year 10 or above.
Will my AI assistant chats show up in the portal?
Yes. Once a chat with the Atomi AI support assistant closes, it's saved to your portal as a ticket.
Does replying in the portal work the same as replying by email?
Yes. Every reply you send through the portal reaches the support team the same way an email would.
What if I can't find an older ticket?
The portal only shows tickets linked to a chat or email thread. If a ticket was logged internally without one of these, it won't appear in your portal view. Contact the support team directly for help locating it.
Still have questions? Get in touch with our support team.