New Case Portal

ProductTeam

To our valued partners,

New Case Portal URL: https://support.crownpeak.com

With the merger of Attraqt and Crownpeak, changes have been made to help streamline our global support processes. These changes allow us to combine the support teams into a single unit while also maintaining the rules currently in place for our client countries.

What does this mean for you as a Crownpeak client if you need support?

Do you currently use the case portal? If so, you will notice a change to case portal when submitting a new ticket. You will now be prompted to select the product line you are inquiring about first.
Once selecting the product line you will be able to choose the nature of your query and be prompted for the details about your request.
You are still be able to view your previously submitted cases.
If you do not currently use the case portal to create cases/tickets, and instead email support, your process will remain the same.
If you’re interested in using the case portal you will need to register here. Once registered you can create new tickets, view and respond to open tickets, view closed tickets or close your own tickets.

What does this mean for you as an Attraqt user? As of 1 June 2023, a number of changes will take effect:

Do you currently use the Support Centre portal?
- The URL for the portal will change from https://support.attraqt.com/ to https://support.crownpeak.com/. (PLEASE CONTINUE TO LOG ANY NEW TICKETS ON THE ATTRAQT PORTAL UNTIL THE 31ST OF MAY. ALL TICKETS WILL BE MIGRATED TO THE NEW INSTANCE ON THE EVENING OF THE 31ST.)
- When submitting a new ticket, you will first be prompted to select the product line you are inquiring about, from a list containing all Crownpeak product lines.
- Once the product line is selected you will be able to choose the nature of your query and be prompted for the details about your request in the same way you do currently.
- You are still able to view your previously submitted tickets, though be aware they will have new reference numbers due to the migration process. Our team will also be able to look up the ticket if you only have the previous ticket id.
- When we launch our new global support portal, you will need to re-register.
If you do not currently use the Support Centre portal to create cases/tickets, and instead email support, your process will remain the same however we do strongly encourage you to use the support portal.
If you’re interested in using the case portal you will need to register here. Once registered you can create new tickets, view and respond to open tickets, view closed tickets or close your own tickets.
- Please note to prepare for the cutover you may register in advance for the new portal however please avoid submitting any new tickets until 1st June.
Knowledge base & knowledge articles – All existing articles will be migrated and you will continue to have access to them. You will need to re-subscribe to any sections that you previously subscribed to as this information will not be migrated across.
Statues pages & changes to incident notification – with this change we will also be launching the much-requested Fredhopper and XO status pages which will show the status of each product component and allow us to push notifications about service incidents to this page. We will be sharing more information about status pages ahead of the launch.
The list of Support phone numbers as well as how they are manned will be changing.
- New numbers - The new numbers for each region will be confirmed and provided ahead of the switchover.
- Global process alignment – In aligning with global Crownpeak processes phone lines will no longer connect directly to a Support Engineer. Instead, you will be prompted to leave a voicemail and a member of the team will call you back ASAP. This change will:
  - Reduce holding times for phone calls as the system will no longer need to route the call to multiple people before being answered.
  - Enable better utilization of our global Support team.
- As always, we strongly encourage you to log a ticket with the Support Team via the portal first before calling, especially for higher priority issues.
Our Support Team is still in place, and they will provide you with the same level of assistance you have come to rely on. This includes the ability to help you in either German, French or in English language.

We’re very excited about the changes and feel this is easier to use for our clients. Please reach out to us if you have questions or need further help during this platform update.