Zendesk Migration Notice 2

The time is here. We are switching all support services to Zendesk tonight, June 24th at 6pm CST. If you missed our last email about this change you can access it here. Our team has been focused all month on learning the new system and testing everything to make sure everything goes smoothly. With every change there are tradeoffs. There are some huge benefits you are going to love, we sure do. There are also some things that we think might not be your favorite. Here is our feedback:

Some of the things we love:

• The ability to search for old requests - Can’t remember the action you needed to take before rollover next year? Now you can easily reference the past conversation.
• The ability to add a feature request straight from the product - Your feedback makes our product better. Keep the ideas coming!
• On the back end we can send items directly to the development team without an additional workflow - This allows us to get you help faster.
• You can CC your colleagues on any request - to keep everyone on the same page
• The new look and feel of our help site - The content is the same but who doesn’t love a good refresh?

The things we don’t love:

• Our responses don’t pop up directly in the site - Our responses can be located easily under ‘My Requests’. You will also receive an email when we respond. Afraid you’ll miss our response? Don’t worry, Zendesk gives us the ability to automate a reminder. :-)

What to expect next:

• As soon as the switch is complete we post a pop up in the site when you log in with a link to a quick help guide within the site. To help us out, hold off on sending in new requests after business hours on Friday, June 24 until the start of business Monday, June 27.
• If you have an open request with support, we will transfer that conversation over and email you a link to the conversation in Zendesk so we can continue assisting you without interruption.
• 1 month after the switch we will send you a short survey to ask what you think. Please take 5 minutes to let us know if there is anything we can do better.

As always we thank you for your continued support and we look forward to enhancing your support experience in Zendesk.

Sincerely,

The SchoolAdmin/Finalsite Support Team