Starting in 2020, we have been hard at work overhauling and moving our support portal to a new system. Why? To provide you with easier access to issues’ updates and a better support request system.
You'll experience the following major changes:
When you log in to the new support portal, the knowledge base is the first thing you will see. Consider it your go-to page on all things CHILI publisher, as it features monthly articles written by our Customer Success team members diving deeper into CHILI publisher. The topics of the articles will vary from exhaustive feature guides to in-depth problem-solving techniques. You grow, we grow, sharing is caring.
When you created a ticket in the old support portal, that ticket went into a general pool, waiting for assignment and processing. In our new portal, however, every request will be handled by a specific group of experts so your question is answered quickly and accurately. No time or money to waste, that goes for all of us.
In our new system, you will be able to create an account for each member in your organization. That way, each member can create their own request tickets and bookmark their favorite knowledge base articles. You will keep the complete overview of all tickets created in your organization, but can enable your team to self-service their own responsibilities.
With the new support portal, your issues will be addressed within acceptable timeframes, respecting your SLAs, and within your preferred time zone.
Please note: signing up new members is easy, provided they have a valid email within your organization.
We're locking down the old support portal on May 1st of 2020. You'll be able to read older tickets, but you cannot create new ones. Access will remain for at least 60 days via this link: https://support.chili-publish.com.
Eventually, the old support portal will no longer be accessible.
No worries, all tickets that are linked to open feature requests or awaiting bug fixes will be transferred to the new portal as a new request. You will see them appear in your dedicated account on the new portal.
Want to access older, closed tickets still? We have you covered - follow the directions on how to easily download a backup of these tickets: https://docs.chili-publish.com/display/CPD5/Backing+Up+Old+Support+Tickets
You'll shortly receive a support ticket in the old support portal with clear instructions on how to sign up everyone in your organization.
Do you prefer to sign up early? Absolutely, simply create a ticket in the old support portal with your request to sign up early. A Customer Success member will reach out asap to help you sign up.