Updates and changes to the xMatters Support ticketing system

We're always looking for ways to provide a great experience and reduce potential sources of frustration for our customers, which is why we're excited to be upgrading our ticketing system.

When is this happening?

On Tuesday, April 18 at noon (PST), we're moving this site (support.xmatters.com) and our ticketing process to a new system that will allow us to better manage and respond to your open requests and help us provide an even better customer experience. 

What's changing?

One thing we won't be changing is the way to reach us: you can still come to support.xmatters.com and use the usual request form to contact Support and open a ticket. All of the content and material will also be preserved and available immediately, without interruption.

However, after the switch, you may notice the following changes:

  • Any support tickets you already have open will be assigned new ticket numbers.
  • The next time you log in to support.xmatters.com, you will have to follow the "Forgot Password" process to reset your password.
  • The URL for all of the existing articles at support.xmatters.com will change, so you will need to re-bookmark any of your favorites that you might have saved. (To find them quickly after the upgrade, just search by title.)
  • You will have to renew your "subscriptions": click the Follow button at the top of the page for any sections or articles that you want to be notified whenever a new article or comment is posted.

To help remind everyone, we'll also be posting a notice for this scheduled maintenance at status.xmatters.com on April 17, and sending out customer emails before the change goes live.

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