07/08/2023 - Development-X Help Desk Upgrade
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Development-X Help Desk Upgrade
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We will be migrating our existing Kayako Help desk to a new Zoho Help Desk platform in the coming weeks.
Functionality to Partners will be comparable to our existing Platform. Like Kayako, Zoho provides a Help Desk Portal allowing management of Help Desk Tickets (conversations) along with a searchable Knowledge Base.
Our intention is to migrate all Knowledge Base Articles, Closed Tickets, Current Tickets, Organisations and Users to the new portal, along with all existing Knowledge Base articles towards the end of August or early September 2023
As with Kayako, you are still able to interact by email as well as via a Help Desk Portal. Our preference as always is for all new tickets to be raised from within the portal rather than email as this allows us to trap additional background information associated with your request along with dynamic searching of the knowledge base whilst you are entering your ticket information.
After the migration, we would request that any 'replies' to current Kayako Tickets be initially submitted via the new portal rather than email. The reasoning for this is that despite existing Kayako tickets being migrated, they will be assigned a new Ticket ID in the Zoho Portal, therefore the software will not be able to automatically join a Kayako Ticket response email to the replacement Zoho Ticket ID. Despite this we will map across the existing Kayako Ticket ID into a Custom Field in the Zoho Ticket for your information. This will be useful to Partners who are operating their own ticketing system which may reference back to our existing Kayako Ticket ID. New tickets raised in Zoho (ie: those raised after the migration) can be replied to via email.
We will also be implementing a new partner support email address to coincide with this migration. The email address of partnersupport@ostendo.info will replace the existing partnersupport@development-x.com email account. The new ostendo.info email address is only to be used after the migration going forward. For a temporary period of time, we will forward all emails from the old address to the new.
Once the migration is complete you will be requested to Activate and Verify your email address and set a Zoho Password before you can access the new Zoho Help Desk Portal. The Kayako Portal will remain available for a short period of time, however once the migration is complete we would ask that you do not access the old Kayako Portal for any reason. Any tickets raised by Partners in the Kayako portal after the migration will not be actioned.
Our intention at this stage is to migrate the data over a weekend late in August or early September. This will mean both the old and the new Help Desks will not be available for the duration of this task. We will provide further information closer to the time.
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Ian
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