December 29, 2017
With a growing customer base and product portfolio, it’s time for RefinedSupport to take a fresh look at the way we do support.
The last few years we’ve been working on making the support experience for our customers a really good one. In August of 2015 we introduced Jira Service Desk as our support tool and since then we’ve had many appraisals from customers about the great service. From the agent side of RefinedSupport things have only been working well.
Over the last 12 months we reached two significant milestones with the introduction of two new apps, RefinedSpaces for Confluence Cloud and RefinedTheme for Jira Service Desk Server. In 2018 we will bring RefinedTheme for Jira Service Desk to Cloud under the name RefinedSites. With a rapidly increasing number of products and customers, it’s time for a new take on the support experience we provide.
As some of you may have noticed, logged in as one of our customers, you do not see the Create button in Jira anymore. This is not because we do not want you to interact with us, rather, we want you to interact with our Service Desk instead. Going via our service desk you can be sure your issue gets the attention needed, and faster than if you previously filed a ticket on our issue tracker.
Can I vote, watch and comment on tickets?
Any feature requests we receive on our support desk that we feel would benefit others will be created by us on our public issue tracker. And if you were able to vote/watch/comment before, you will be able to vote/watch/comment still.
Why this change?
We need to keep our support running smoothly, but we also want to make sure we have a manageable issue tracker that does not become filled of tickets we don’t attend in a good way. You also do not have to worry about setting security on the issues when you help us out with screenshots and logs as only you, your selected participants, and RefinedWiki can see the information. Over time, we believe this change will make our communication with you, our customers, better.
We are working on the second phase for a change to how our support, and you will be able to see this in action in a few weeks.
Ps. We’re looking forward to seeing you in 2018!