Attraqt Support Portal Migration

Dear Attraqt Customer

 

As Attraqt continues its operational integration with Crownpeak following the acquisition, we are letting you know about changes to our Customer Support function. As our global teams come together under a single, unified operation, we recrafted these operational changes to provide you with a better support experience while serving your individual company and country needs.

What does this mean for you as an Attraqt client if you need support? As of 1 June 2023, a number of changes will take effect:

• Do you currently use the Support Centre portal?
  • The URL for the portal will change from https://support.attraqt.com/ to https://support.crownpeak.com/. (PLEASE CONTINUE TO LOG ANY NEW TICKETS ON THE ATTRAQT PORTAL UNTIL THE 31ST OF MAY. ALL TICKETS WILL BE MIGRATED TO THE NEW INSTANCE ON THE EVENING OF THE 31ST.)
  • When submitting a new ticket, you will first be prompted to select the product line you are inquiring about, from a list containing all Crownpeak product lines.
  • Once the product line is selected you will be able to choose the nature of your query and be prompted for the details about your request in the same way you do currently.
• You are still able to view your previously submitted tickets, though be aware they will have new reference numbers due to the migration process. Our team will also be able to look up the ticket if you only have the previous ticket id.

 

• If you do not currently use the Support Centre portal to create cases/tickets, and instead email support, your process will remain the same however we do strongly encourage you to use the support portal.
• If you’re interested in using the case portal you will need to register here. Once registered you can create new tickets, view and respond to open tickets, view closed tickets or close your own tickets.  
  • Please note to prepare for the cutover, you may register in advance for the new portal however, please avoid submitting any new tickets until 1st June.
• Knowledge base & knowledge articles – All existing articles will be migrated and you will continue to have access to them. You will need to re-subscribe to any sections that you previously subscribed to, as this information will not be migrated across.
• Statues pages & changes to incident notifications – with this change, we will also be launching the much-requested Fredhopper and XO status pages which will show the status of each product component and allow us to push notifications about service incidents to this page. We will be sharing more information about status pages ahead of the launch.
• The list of Support phone numbers as well as how they are manned will be changing.
  • New numbers - The new numbers for each region will be confirmed and provided ahead of the switchover.
  • Global process alignment – In aligning with global Crownpeak processes phone lines will no longer connect directly to a Support Engineer. Instead, you will be prompted to leave a voicemail and a member of the team will call you back ASAP. This change will:
    • Reduce holding times for phone calls as the system will no longer need to route the call to multiple people before being answered.
    • Enable better utilization of our global Support team.
  • As always, we strongly encourage you to log a ticket with the Support Team via the portal first before calling, especially for higher-priority issues.

We’re very excited about these changes and believe this will improve the overall experience for our clients. Please reach out to your Customer Success Manager if you have questions or need further help during this platform update.

With appreciation,

The Crownpeak Support Management Team