We're launching the new Service Desk starting at 19:00 on Friday 19 February 2021.
As part of our commitment to improving customer service and security, Silverstripe is improving the way it manages your support tickets.
To achieve this, we'll be changing the software solution that we use to manage your support tickets. It gives us the opportunity to provide you with a completely overhauled (and much more user-friendly!) interface for logging and managing your support tickets.
We'll be launching the new Service Desk starting at 19:00 on Friday 19 February 2021, completing work no later than 08:30 on Monday 22 February. During this time, you'll be unable to log new support tickets with the Service Desk. This Change Window gives us maximum time to rollback with minimal disruption to your website, should anything happen.
If you have an urgent incident during that evening, please ring (04) 974 6804; this change does not impact our 24/7 support.
Don’t worry, we'll remind you again a few days beforehand and on the Friday too!
These changes include a modern interface located directly where you manage your stacks, making it easier to log and review your tickets as well as providing improved security and increased reliability. We're also working behind the scenes to implement more automation to make it not only easier for you to make a request, but to make sure we get the right information at the beginning so that we can get to work on your tickets faster.
This change is an initial part of a programme to improve your experience engaging with the Service Desk. Based on your feedback and our internal assessments, the original tool used to manage support tickets is not fit for purpose, so we're replacing the underlying system with an ISO and SOC 2 accredited cloud-based solution to improve your user experience as well as your security and your protection.
We know you might have some questions about the changes, so we've tried to answer them for you below.
If you can log in to the CWP Portal, nothing! You'll automatically be able to access the new system through the Service Desk links on the CWP Portal and when accessing your stack(s).
Your username is your email address. If you've forgotten your password, go to the CWP login page and click on the “I’ve lost my password” link to reset it.
If you don’t think you have an account, please talk to your Stack Manager as they manage all access to CWP. For security purposes, Silverstripe cannot grant access to any stacks without Stack Manager approval, nor can we release the names of the Stack Managers.
Up until we go live with the new system, there are no changes to how you log tickets.
Once we've gone live, go to Service Desk > Submit a ticket. From there, you can select the type of ticket you wish to raise; please fill out the form with all information relevant to your ticket. We'll send out more specifics closer to the time of go-live.
Yes! Once the ticket has been logged, you'll still receive your usual email notifications around ticket activity and can reply to the emails from the Service Desk to update your tickets. However, if you email the Service Desk directly without a ticket already being logged, the system will reject it and send you a notification.
If you wish to discuss a ticket with us (especially if it is a P1 or P2!), please raise it as outlined above, then give us a ring and quote the ticket number when you call. This will make it faster and easier for us to assist you.
We'll be migrating all open tickets to the new system and will send you an email with the new ticket number and link. You'll be able to see all your old comments, so we can just pick up the conversation from there.
Unfortunately, we're unable to migrate historical tickets over to the new system. However, we'll still retain this information as a database for future reference and as a backup, in accordance with the Public Records Act. This means if there's a ticket you'd like to refer back to, we can still find it.
If you have any questions, please raise a ticket with the Service Desk and we will get back to you! If you are unable to raise a ticket and have tried everything else, you can give us a call during business hours (09:00-17:00 NZST) at (04) 947-6804.