Migrating to a New Ticketing System
We are excited to announce that we are upgrading to a new ticketing system to better serve you! This will allow us to provide faster and more efficient support.
Here's what to expect:
Migration Day: Friday, June 28th
Cutoff Time: 11:59 PM EST - After this time, new tickets and comments submitted through the old system will not be automatically migrated and will need to be recreated in the new system.
Temporary Ticketing System Outage: There will be a brief window on Friday into Saturday where you won't be able to access the old ticketing system before your account is created in the new one. This outage should not affect business operations.
How to Get Support During the Ticketing System Outage: If you need assistance during the brief ticketing system outage, please email us at support@sparkrock.com and reference your old ticket number (if applicable). If no prior ticket exists, we'll redirect your email to the appropriate team. Sparkrock will be happy to help recreate any tickets or comments submitted during this time once the migration is complete.
New System Access: Once migrated, you'll receive an email with instructions to create a password for the new system.
Training and Support: The new system is designed to be intuitive, but we'll also be offering additional training materials.
Customer Support Availability: Our Support team will be available on Monday, July 1st to ensure the migration was a success and to help resolve any issues you may have with the new system. We will also be available throughout the following week to provide further assistance.
Data Migration: We are currently planning to migrate tickets created since January 1, 2021. This date may be subject to change, and we will update you if necessary.
Additional Notes:
Your case history will be migrated, including the ability to search using your old case number. However, cases will have new case numbers in the new system.
The resolution field from your old ticket will be migrated as the last comment in the new system.
The description from your old ticket will be migrated as the first comment in the new system.
We appreciate your patience and understanding as we make this transition. We're confident that the new system will provide a better experience for everyone!
If you have any further questions, please don't hesitate to contact us at: support@sparkrock.com
Frequently Asked Questions
Question: With the new site, are we still required to have a separate SR login? Can we not integrate your Support website as an Enterprise application and control who can access and create tickets using that method?
Answer: Domain Integration Not Yet Available: Unfortunately, our new Freshdesk Support site does not currently support Single Sign-On (SSO) or domain integration. We understand this would be a valuable feature and are actively working with the vendor to get this functionality added as soon as it becomes available.
Question: What happens to tickets created before January 1, 2021?
Answer: Historical Ticket Access: We are currently migrating tickets created since January 1, 2021. However, you can still request an export of all case titles, numbers, descriptions, and resolutions for tickets created before this date until the end of August. To do this, simply create a new case within our ticketing system using the same address: https://success.sparkrock.com/. This way, you can take advantage of the improved functionality of the new system while requesting your historical data.
Demo Video
To view a demo of the new ticketing system, check out the following video.
6 minutes
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