As you may have noticed, we have recently launched our new and improved version of eloomi Helpdesk hosted on Zendesk.
Zendesk retains much of the same features as Jira but offers several advantages.
Improved Customer Experience
To start off, you as the customer, will continue to have the same seamless experience that you have had on our previous system. This means that it will still be possible to submit tickets via the portal as well as log in to see your current and previous tickets.
In addition, you will be able to see and comment on tickets from other members of your organisation as you are already able to on Jira.
However, unlike Jira, you will be able to see our correct support email address clearly in email responses to your tickets from Zendesk.
"What will happen to my tickets from Jira?"
We have made sure to transfer open tickets from Jira to Zendesk. However, we were not able to transfer all tickets from Jira to Zendesk. This means that we will maintain Jira as an archive of historical tickets, which you can access by going to: old-helpdesk.eloomi.com and logging in to your account.
Please note that you will no longer be able to submit tickets on Jira.
Benefits to Our Support Agents
Now that we've covered the benefits to our customers, let's briefly mention why Zendesk is so great for our agents.
Zendesk also allows us as agents to see cc'd participants on tickets as well as add additional participants to tickets. We can also easily add attachments, forward tickets to relevant teams and integrate with other systems such as Jira and Totango.
All these new improvements mean that we as helpdesk agents can have an optimised experience and by eliminating certain limitations can focus on our key goal, which is providing you with the same excellent customer service that you have come to expect.
We hope you will enjoy this new journey with us of infinite possibilities.