16/08/2023 - Development-X Help Desk Migration - Friday 5:00pm NZT 25/8/23
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Development-X Help Desk Migration - Friday 5:00pm NZT 25/8/23
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We will be commencing the migration of our existing Kayako Help Desk to the new Zoho Platform at 5.00pm NZT on Friday 25/8/23.
We would ask all Partners not to access or submit any new tickets to the Kayako portal from that point in time.
We do not know how long the migration process will actually take, therefore we will send an email after the successful migration. All going well, you will then be able to use the new Zoho Help Desk.
Getting Started:
After the successful migration from Kayako to Zoho Help Desk you will receive an email invitation similar to that shown below from our new Help Desk requesting you to Activate your account.
When you receive this email we would ask simply click on the Accept The Invitation button in the email
You will then be re-directed to this web page to enable you to set your password. Please note, that you cannot submit a ticket until you have completed this.
As with our previous Help Desk we would ask that new Tickets (conversations) be posted via the Help Desk Portal rather than email for the following reasons:
- As you type the initial ticket information, the Help Desk will dynamically search the Knowledge Base for relevant articles that could well address your issue without the need for submitting the ticket.
- The Help Desk Portal requires you to enter relevant information that can be helpful to us when responding to a Ticket. eg: Ostendo Version, Accounting Software etc.. This background information provides us with a bigger picture of the issue.
Please be aware that we have changed our partnersupport email address to partnersupport@ostendo.info
Our previous Help Desk email address of partnersupport@development-x.com will simply re-direct through to the new ostendo.info address, however we would ask that you make use of the new address once the new platform is available.
Please, only submit new email Tickets to partnersupport@ostendo.info if you are unable to access the Help Desk Portal on a temporary basis. Please treat this as the exception rather than the rule as initial email tickets do not provide us with the required information above. eg: Version etc..
As mentioned in our previous article regarding the Help Desk Migration, we would request that any 'replies' to current Kayako Tickets be submitted directly 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.
Please do not submit any tickets or replies to the old email address or Kayako Portal from 5:00pm NZT 25/8/23.
If you require 'Urgent' assistance over this transition period, please email ian@ostendo.info otherwise please delay until the Help Desk is available.
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Ian
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