Atomic Support

The Atomic Support portal allows you to make requests to Atomic, including asking questions, making feature requests, and submitting new bugs. You can also see the status of bugs reported by you or someone else in your company. If you don't have access the support portal, please email us at support@atomic.io to get set up, or contact your Atomic customer success representative.

Submit a question

Go to the Customer Portal and select “Submit a Request”.

Complete the form, and select ‘Submit’

Submit a bug

Go to the Customer Portal and select “Submit a Request”.

When submitting a bug, please include as much of the following detail as possible:

The area of Atomic experiencing the issue: e.g. API, Workbench, Platform, SDK — Android, iOS, Reactive Native, or web.
A concise description, including:
- Any steps to reproduce, or a note saying you cannot.
- Any link to the issue e.g. if relevant, the URL of the page on the Workbench.
- Users affected: known and potential.
- If relevant, the API endpoint and payload data being sent (be careful to remove personal identifiable information).
- A screenshot, video or GIF demonstrating the issue, and if on desktop, the contents of the browser console.

Select ‘Submit’

Requesting a feature request / enhancement

Go to the Customer Portal and select “Submit a Request”.

Please include as much detail as possible, including:

The area of Atomic: API, Workbench, Platform, SDK — Android, iOS, Reactive Native, or web.
A description of the enhancement (as detailed as possible).
Where appropriate, a screenshot or design demonstrating the enhancement.

Atomic will acknowledge, provide a response and will collaborate with you on finding a solution.

Complete the form, and select ‘submit’.

Viewing your bugs, questions and feature requests

Use the filter provided to view tickets of a particular type:

My Requests: The request you've submitted.
Requests I am CC'd on: Tickets that you are involved in but have not submitted yourself.

Determining Priority

Priority	Definition	Example
Urgent	Your company’s most urgent tickets, that you would like Atomic to manage with the highest urgency.	A bug that is blocking integration or important work right now. A feature request that is critical for your company.
High	Your company’s high priority tickets, that you would like Atomic to manage as soon as possible.	A bug that will block upcoming work. A feature request that is very important for your company.
Normal	Your company’s tickets that you would like Atomic to manage when possible.	A bug that will block work, but not in the near future. A feature request that is important for your company.
Low	The things your company has noticed, but are not something you’d like Atomic to manage with the lowest urgency.	A bug that is not blocking anything. A feature request that is a ‘nice to have’ for your company.

Outcome of a request

When building custom features or fixes, Atomic will notify you if the outcome on the ticket.