Agency Support Update

As the year begins, we wanted to make you aware of some projects and improvements for your agency.

ABL Secure Tunnel

Over the last year, as we have moved product information to AcuityBrands.com and deployed Zendesk, our web-based support system, we have reduced the need for a secure tunnel between ABL and your agency.

With the general deployment of Acuitybrands.com, we will work with you to remove the tunnel.  This will have no impact on agile, your email, or your internal VPN access, but will require you to boot your server once we have removed the link.  We will coordinate with your agency to complete this process.

Zendesk – Support Ticketing System

If you do not have an account for Zendesk, please contact agencysupport@acuitybrands.com and we will set you up.  We have also updated the IT Support link at the footer in agile and this will launch you directly into Zendesk.

If you have an agency support question or issue, please do not email Frontline Support.  This group is for corporate users only.

Please enter your requests in Zendesk, which has the ability for you to attach screenshots or videos.

This mailbox is actively monitored and requests are given priority to be completed.

Archiving Agency Email

The agent outlook email boxes are 50 gb by default, but we have found users where this amount is still being exceeded.   If you choose would like additional storage, you can submit a support ticket to request us to enable online archiving, which will give you an additional 100 gb.

In addition to the increased storage limit, online archiving documents can be access through webmail and eliminate the need to VPN to your agency to view the PST files.