Apica Service Desk Transition - DONE

Owned by Joakim Baas
Last updated: May 15, 2023
2 min read

Transition is set to begin at 11AM on May 15th, and is expected to be done at 12PM.

Starting at 11AM, please refer to our new portal at support.apica.io

In progress At Apica, we always strive for continuous improvement and delighting our customers. In order to enhance our support capabilities and responsiveness, we will be transitioning our current Support function from Zendesk to Atlassian’s Jira Service Management (JSM) platform.

This transition will allow you to gain better insight into status of your open support tasks. In addition, the Apica support team will provide more clear status updates of any ongoing tasks and collaborate with our product team via design workflows that align to your needs as the customer.

Why are we doing this transition?

  • Improve transparency between Apica Support & Customers

    • As we can design workflows and status of a ticket, you will get a better understanding of the current state of these requests.

  • Improve escalation response times

    • Some requests require escalation to our Product Engineering team or Technical Operations. By having the entire Apica organization on the same platform, we will be able to cut down escalation times.

  • Improve documentation

    • Utilizing Atlassian Confluence will allow us to reference support requests when creating/updating documentation with linked tickets (Apica internal process).

How will this affect you?

  • Customer portal

    • This will have very little effect on you. The main change will be a different link to submit customer support tickets. We will send links/invites to the “NEW” JSM portal closer to the final transition date.

  • Open tickets

    • No data will be lost!

    • Tickets will be recreated with the full history of the original ticket to stay on track.

    • Apica Support will recreate tickets to minimize the impact on you.

When will this occur?

Timeline:

  • Nov 2022 → March 2023 Done

    • Partnered with Atlassian to scope & ensure the JSM solution is right for Apica and our customers.

  • April 2023 DONE

    • Setting up and preparing the platform for transition.

  • May 8th → 12th 2023 DONE

    • Inviting customers to the new platform.

  • May 15th 2023 done

    • Switching all support activity over to JSM .

    • Switching support@apica.io to JSM

      • Potential downtime will be announced ahead of time (if required).

    • Transition will occur between 11AM and 12PM CEST on the 15th of May.

 

Sincerely,

Joakim Baas

Head of Customer Support

For questions please reach out directly to joakim.baas@apica.io

Can't find what you're looking for? Send an E-mail to support@apica.io