What change are we making to Support?
We are making a change to retire our support@socialchorus.com support channel for submitting new ticket requests.
This will be effective from December 5th 2022.
Note - the support@firstup.io address is also not supported for new ticket creation. All tickets from December 5th 2022 onwards will need to be submitted via our Help Center
Why are we making this change?
There are several reasons we are retiring the email-to-ticket functionality for creating new tickets, with the most important ones listed below:
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Driving Self-Service. As Firstup continues to strengthen and enhance our self-service offerings (see below), we want to be sure to provide you visibility to these resources. As much as we pride ourselves on world-class & timely support, we still want to empower and encourage you to self-serve where possible. Submitting a request by email prevents the ability to find answers and leverage our self-service offerings.
- In addition to the self-service resources (outlined below), our support portal also provides you with suggested solutions as you create your request, based on the information you input during your submission.
- More Efficiency. Our support systems are engineered to evaluate the context of your ticket to enable the most efficient automated routing possible. This enables matching the right Support engineer with the specific skills necessary to resolve your specific issue. Requests submitted by email lack the full context that would typically be available from a support portal submission.
What Self-Service resources are available?
Explore knowledge articles on how to use the Firstup platform, and known issues affecting Firstup Studio and the member experience.
Complete training courses and watch recordings on how to use Firstup Studio and Classic Studio.
Keep updated with the latest news and advice from Firstup on our customer COMMunity.
Firstup Partner API Developer Portal
Customers leveraging API technology to integrate with their community can find full technical documentation here.
Firstup's home for real-time and historical data on system performance.
How can you get support from Firstup moving forward?
- Visit the Firstup Help Center.
- Click Submit a Request in the top right, or click the message button in the bottom right to interact with AI Customer Service.
- Type your query and review the suggested articles.
- If the suggested articles aren't helpful, answer No to get to the Contact Us form.
- Complete the form and Submit to submit your request to Firstup Support.
For more information on how to contact Support including numbers for the platform outage hotline, Click Here.
FAQ:
When will this change happen?
This will be effective from December 5th 2022.
What happens to requests that you already submitted by email?
Nothing! There is no impact to existing Support Requests.
Can you still add ticket comments by replying via email?
Yes, you will still be able to reply to tickets via email, which will come from support@firstup.io, and those comments will be added to the ticket.
Can you raise a new support request by emailing support@firstup.io?
No, the new support email address support@firstup.io can only be used to update an existing ticket raised from the Help Center/Support Portal.
Where I can find the reply/solution notice from the Support team?
All replies from the Support team will still come via email and you can reply via email to update a ticket, the only change is that you will no longer be able to email the support@socialchorus.com address to initially create a ticket.
All of your tickets and correspondence with the Support team can be found by signing in to the Support Portal and viewing your requests at: https://support.firstup.io/hc/en-us/requests.
Can I sign in to the Support Portal with the same password as Studio or the Training Center?
You can register for the Support Portal with any email address and a separate password. Passwords are not synced with Studio or the Training Center. It is recommended that you register for the Support Portal with a work email address so that any Support tickets raised are automatically associated with your organization.
Where can we ask more questions?
If you have any questions about this change, please let your Customer Success Manager know.
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