Changes to Our Support Portal

This notice is to inform you about an upcoming change to our customer support portal that will significantly enhance your support experience.

Our commitment to providing exceptional customer service drives us to continuously improve our tools and processes, and we are excited to share this update with you.

Change Overview:

We are moving our customer support portal to a new platform, FreshDesk, a cloud-based custom support tool designed specifically to deliver excellent customer support.

This transition is necessary as our current helpdesk tool will be discontinued in its current form.

The move is scheduled to take place over the weekend of October 28th.

Benefits of FreshDesk:

FreshDesk has been purpose-built for streamlined customer support, offering enhanced tools and increased efficiency for our support team.

This change will allow us to better serve you and address your needs in a more effective manner.

Transition Process:

During the weekend of October 28th, there will be a brief outage as we migrate to FreshDesk.

However, please note that our support services will still be accessible via email in case of emergencies.

Here is what you can expect during the transition:

1. An account will be created for you on the new FreshDesk platform, requiring you to log in again. This will ensure a smooth transition of your support interactions.
2. Existing links to our support portal will seamlessly redirect you to the new help site landing page, minimising any inconvenience. The user experience is improved for easy recall of current and past tickets.
3. All your existing support tickets will be carried over and associated with your new account, ensuring the continuity of your ongoing conversations. The user experience is improved for easy recall of current and past tickets.
4. Our knowledge base will still be accessible at https://support.12dsynergy.com/knowledge. Additionally, we're excited to inform you that an improved knowledge base will be introduced in the coming months, offering even more comprehensive resources.
5. We assure you that using the new system will be just as simple and intuitive as our previous platform, ensuring a smooth transition for both our customers and our support team.
6. Control over personal data is a fundamental right of every individual. With organisations across the world collecting customer data to enable them to provide services, it becomes important that companies manage data in a transparent manner with the customer’s consent. Freshdesk is committed to upholding the underlying principles of GDPR.

If you have any questions or concerns about this upcoming change, please don't hesitate to reach out to us at support@12dsynergy.com

Thank you for your continued trust in us. We look forward to providing you with an even higher level of support through our new FreshDesk portal.