Following the merger of Fronter and itslearning, one of our main goals has been to ensure that all customers get the best support possible. We are proud of the recent improvements that we have made!
We performed a full review of our work processes and the software we use. Regarding ticket management, we decided to move all customers from the existing support systems to a single product. We decided that Freshdesk (www.freshdesk.com) was best suited to our needs. The main reason is that, along with allowing us to take tickets via phone, web portal and e-mail (as you’re used to), it provides many additonal support channels. We hope to make use of these going forward to ensure that all customers get the support they need.
One of the key requirements has been to replicate the built-in support which allows administrators to view and log tickets from inside the platform. Work is on-going to replace this functionality. In the meantime, we are moving users to the new system on a country by country basis. So far, the Finnish, UK and US teams are using our new support tool. Other subsidiaries will be added soon!
When your account is moved you will receive an e-mail from our support system inviting you to create a new password. To help ensure the switch is as simple as possible we have created a short tutorial on how to use the new support portal.
Posted on Thu, March 17, 2016
by Leslie Ahern