We have switched to a new support ticketing and knowledgebase platform and are now using the industry leader in Support Software. Our primary goal during our initial release was to keep the Support Portal and ticketing experience as familiar as possible. It's pretty close in terms of the design and functionality, but different software has necessitated some changes. Here are some changes to be aware of:
No More Usernames and Passwords
In our old system it was possible to provide a username and password combination to access our ticketing system. Now, users can only Single-Sign On (SSO) through the Support tab in the admin interface. There is an article that explains this in a bit more detail.
You may have already noticed that our help articles are no longer password protected. Now you can share articles with anyone in your organization or find them in Google.
New Ticket Urgency Levels
“Critical” tickets will now be referenced as “Urgent” to more accurately reflect the time sensitivity aspect the urgency levels are intended for (an issue can be of critical importance, but not necessarily time-sensitive).
In addition to “normal” and “high”, we’ve also added a “low”.
Customer IDs have changed
Customer IDs which were used to authenticate you into our phone system the first time you called in have changed. You can still find your Customer ID in the upper right hand corner of the Support Portal when you log in. Users who have already contacted phone support in the past should not have to re-enter Customer ID.
Email notifications are simpler
Our email templates have a little less flair, but should still contain all the relevant information for your ticket requests (comments, etc.) and be easier to digest on a mobile screen.
Ticket form is simpler
We've removed some dropdown selections in an effort to make ticket submissions easier.
Ticket Statuses are simpler
Open - The ticket is being worked on by Finalsite Support
Awaiting your Reply - We can’t move forward with a resolution until we get more information from you
Solved - We’ve suggested a resolution
Over the next year, we’ll be making more improvements to our ticketing and knowledgebase platform with the goal of enhancing your support experience. We've got some ideas to improve our Support Portal aesthetics and functionality but would like to get your take as well. If you have suggestions for improvements, please share them with us.