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Jul
21
Helpdesk Consolidation
Posted by Eric M. on 21 July 2016 06:05 PM

Hello,

Touch Support is happy to announce that our Ubersmith helpdesk found at billing.touchsupport.com will be streamlined to only be used for billing inquiries and invoice management as of July 23rd, 2016. All future support tickets will be handled here within our primary support helpdesk, support.touchsupport.com.

What is affected?

All technical and general support queues within billing.touchsupport.com will no longer be accepting new ticket requests. E-mails which previously generated tickets in our billing system will now automatically create new tickets in our primary support board, support.touchsupport.com.

What about my historical tickets?

All historical tickets will remain in the old helpdesk installation and will not be migrated to the new solution, however customers can continue to access these historical tickets via billing.touchsupport.com.  Any outstanding issues currently within the legacy billing helpdesk will be resolved appropriately.

Do I need to change how I contact Touch Support?

All e-mail addresses that you previously used to contact us have been rerouted to the appropriate helpdesk. Any incoming inquiries will be handled as normal and no changes will need to be made on your end. If you manually created tickets via billing.touchsupport.com you will still be able to as normal, however we may direct you to the new helpdesk and create a new ticket in the new helpdesk on your behalf.

If you have any other questions, comments, or concerns please feel free to reach out to us or reply to this e-mail and we would be happy to help!

Thank you,
Eric


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