We’re excited to let you know that we are making a significant investment in delivering improved service to all our customers globally with the introduction of Civica Support Cloud.
As a business that has grown over the past 20 years, we have a number of support systems to serve our customers. With Civica Support Cloud we aim to consolidate this to a single solution globally so we can offer a consistent support platform. We will move customers across to Civica Support Cloud in a phased approach commencing from December 2024.
With this new global customer support solution, you’ll be able to:
- Interact with the Civica Support Team seamlessly
- Search and easily access Knowledgebase articles
- Benefit from automated workflows which route your support request to the correct Civica Support Analyst immediately.
Our new solution is currently being tested. Civica Support Cloud will go live from 5th December 2024 with welcome emails distributed to customers from 5th December each day up to 18th December 2024.
Be prepared
We are keen to help you be prepared for the changes so here are the top five things to know about the new system.
- Anyone who has logged a support request in the last 12 months or who is a current System Administrator will receive a welcome email with a link to register from 5th December 2024
- There will be no break in raising support requests. You will use your existing channel up until you register for Civica Support Cloud
- All users will be able to register an account to log support requests for solutions which they manage
- Please register ASAP to ensure a smooth transition to the new system
- Existing high priority active support requests will be moved across into Civica Support Cloud.
What happens next?
Please cascade this update amongst your organisation. More information including FAQs and information on which solutions are moving in this phase are available on our dedicated web page. As we move closer to the launch date, we will be providing further information about what to expect.
