As announced several times in recent months, we have been working intensively on a new service concept for some time – now the time has come: we are launching the new ticket system - and a revised community platform.

Over the past six months, we have tested the new ticket system under real conditions in internal tests and with selected beta groups. The results speak for themselves: clear structures, defined workflows and transparent responsibilities have resulted in faster, more effective processing of requirements with fewer remaining unprocessed. This is precisely our objective: more efficient, transparent and reliable support for you – even in light of further growth.

What exactly is changing?

• Service inquiries such as bugs, technical problems or individual questions will be processed exclusively via the new ticket system from 30 May onwards – no longer via the forum. You will be able to use the new channel shortly. Updates on this will be linked here.

• In addition to the ticket system, we are launching a new community platform based on Zendesk. Ideas, feature requests and general questions can continue to be discussed here – with the special feature that our product teams in particular will regularly read along, take on board ideas and actively participate. Criticism is of course still welcome – but in an environment that is constructive, factual and respectful.

• The forum in its previous form will be closed on 30 June. You can still discuss there until then; after that it will be set to read-only. We will gradually transfer valuable contributions into structured knowledge articles and FAQs, which will also be provided by the chatbot in the future.

Why launch a community platform in addition to the ticket system? 

An aspect that concerns us and you equally is the community aspect of the previous forum. Despite all its weaknesses, it was a place for exchange – controversial, lively, with rough edges. We are aware that the forum was more than just a support channel – it is also a social space. This is precisely why we have decided to install a new forum as a user community. This is how we want to ensure that the direct exchange between users is not lost. 

Okay, but couldn't you have just kept the old forum? Why a new platform? Zendesk, the basis of our new ServiceDesk, comes with an integrated community platform. To work more efficiently and cost-effectively, it made sense to concentrate the effort and maintenance costs on a single system instead of operating two separate systems.

Even if product support will in future run entirely via the ticket system and no longer take place in the user community, we see real added value in the new platform: it offers space for exchange from user to user – and also between users and our teams. This interaction can provide valuable insights, best practices and inspiration.

The Customer Success Engineers (supporters) will in future focus on the ticket system. Their activities in the community will therefore be primarily and significantly reduced to a moderating role. This necessitates an update of the netiquette and the way moderation is carried out – we are currently preparing both and will publish relevant information shortly.

A big thank you

At this point, a heartfelt thank you to everyone who has filled the forum with life in recent years. Many of your discussions, feedback and ideas have significantly influenced our product development. We would like to see this exchange continue in the new community – perhaps a little smaller, but more focused and with more direct contact with us.

We look forward to the next step with you. More information on the changeover, the exact timetable and instructions on how to use the new system will follow in the coming days.