Introduction
We are making an improvement to the Outpost24 Service Desk to enhance the overall customer experience.
As part of this change, the current Post-Sales Support (PSSUPPORT) and Managed Services Support (MSS) Service Desk projects will be moved to a new Service Desk project, Customer Support (O24SUP). This will allow all Outpost24 and Specops customers to access support through a single, unified portal, regardless of the products or services you use.
What this means for you
New Service Desk portal
The Service Desk portal URL will change slightly. You will still be able to access the Servicedesk through support.outpost24.com.
Ticket submission
From the migration date, all new support tickets must be submitted through the new Service Desk portal.
Accessing the old portal or ticket links
If you navigate to the current portal after the migration, you will see a message indicating that the portal is no longer accessible, along with a link directing you to the new Service Desk portal. If you attempt to access an existing ticket using an old link, you will be automatically redirected to the ticket in the new portal.
Transition of existing tickets
All current open and historical tickets will be moved automatically to the new project. Ticket information such as created date, updates, and full history will remain unchanged.
Migration schedule
April 11th – All Outpost24 and Specops customers using the Post-Sales Support Portal (PSSUPPORT) and the Managed Services Support Portal (MSS) will be migrated.
What you need to do
No action is required on your part. After the migration, you will automatically have access to the new Service Desk portal using your existing account. Any attempts to access the old portal or ticket links will seamlessly redirect you to the new portal and your existing tickets. The transition is designed to be fully transparent, ensuring a smooth experience for all customers.
If you have any questions about the migration you can reach out to the Support or Managed Services team or contact your Customer Success Manager. If you experience any issues during or after the migration, you can email support@outpost24.com for direct assistance.