We're thrilled to share some exciting news with you!
On January 18, 2024, we'll be transitioning to a new and improved version of Freshdesk (ezyVet's support portal), aimed at enhancing your support experience.
We know you probably have a few questions. So, we've tried to provide a few answers and details below.
Why the change?
Our commitment to providing you with the best support and service experience is the driving force behind this move. The relaunched Freshdesk comes with advanced features to significantly improve efficiency.
How do I access the new Freshdesk?
You’ll be able to access the new helpdesk via the same URL we've always had -
support.ezyvet.com
Will I have to create a new user account?
Yes, when we re-launch our new Freshdesk, you will be prompted to set up a new user account the next time you try to log in to view any OPEN tickets you may have.
Will you be making all your historical tickets available in the new Freshdesk?
All open and unresolved tickets will move to our new Freshdesk. This comes to ~2000 tickets that will be moving over with us. Any older closed or resolved tickets will remain available in Legacy Freshdesk.
Why are you moving to a new version of Freshdesk?
Our commitment to providing you with the best possible support and service experience is the driving force behind this move. The relaunched Freshdesk is equipped with advanced features and capabilities that will significantly improve the efficiency and effectiveness of our customer support operations.
Is there a tutorial or guide available to help me navigate the new system?
Our new help centre will look, feel, and operate, just like the old one - but with a makeover. So, you won’t need a guide or instructions to know how to use it (the existing guides available in the ezyVet Help tab are still relevant).
Can I still contact support through other channels, such as phone or email?
Yes. The way you reach out to support from your site and your own Freshdesk portals will have a slightly refreshed look. We have a dedicated team working to minimize any disruptions and ensure a seamless transition to our new system.
When will the migration take place?
Our move to our new Freshdesk will place over 16 - 18 January 2024.
Agents will remain working in the Legacy Freshdesk and be working in the new instance at the same time.
On the 19th Jan, we’ll do our final checks before ensuring auto-forwarding is turned on and all queries are redirected to the new Freshdesk instance.
Will there be any downtime during the transition to the new system?
We have a dedicated team that will be monitoring all our usual channels through this transition to ensure there is no downtime. During our move to our new system, there may be a delay in our response.
How long will we be keeping Legacy Freshdesk?
To allow you to refer back to any historical tickets, we’ll be keeping our Legacy Freshdesk for at least another 6 months
Will the URL be different?
To keep things as simple as possible, we’re keeping the same URL that you know and love -
support.ezyvet.com
What do I do if I'm experiencing technical difficulties with the new system?
If you have any issues or technical difficulties using the new Freshdesk, you can reach out directly to
feedback@ezyvet.com
Will I still be able to see and access my legacy tickets?
