Views: 2180
Number of votes: 4
Average rating:

Developer Support will be changing ticket system

As a first step to merge and integrate EPiServer's and Ektron's support organizations with each other the former EPiServer Developer Support will change the ticket system from Omnitracker to Zendesk. The change is planned for next week.

The former Ektron Support organization is already using Zendesk and the name of the Zendesk instance has already been changed to episerver.zendesk.com.

I believe the change will be for the better for you as partner developers due to the more user friendly interface in Zendesk. During the coming weeks/months we will keep both systems running in parallel to make sure the earlier registered cases in Omnitracker can be handled as normal.

The email address used for communication for tickets registered in Zendesk will be developersupport@episerver.com but a new will be used for old tickets earlier registered in Omnitracker (developersupport_old@episerver.com).

If possible, please make sure that the email address is developersupport_old@episerver.com when you respond to a ticket named similar to DI-123456 once the change has taken place. In case you miss this we will still handle it but will create some extra work.

To register a ticket just visit the support pages at world.episerver.com/support as usual.

Apr 10, 2015

Please login to comment.