Why are you doing this?
Since DB joined Circle, we've been consolidating platforms. JSM will give you an equivalent, if not improved service as we remove the support team's overhead monitoring multiple systems.
When will I lose Freshdesk access?
There will be a grace period while we set up users in the new system. When the switchover date has passed, we will notify anyone attempting to raise a new ticket in Freshdesk to do so on JSM.
How do I use JSM?
In our support desk guide - https://www.circle-interactive.co.uk/support-desk-guide
What about any open tickets in Freshdesk?
We will look to resolve any open tickets ahead of the changeover, however if any remain, we will replicate these for you in JSM.
Will I be able to reference tickets / conversations in Freshdesk?
We will retain access to Freshdesk internally for a period of time should we need to reference past interactions, so please let us know any references where you think these may be useful.
How do I email in tickets now?
You will no longer be able to raise a ticket by sending an email as we are restricting access by user account, however once you've logged in and raised a ticket, you can update the ticket by responding to the email notifications.
Do I need to set up accounts?
You will need to ask us to set up an account for anyone authorised to raise tickets on your organisation's behalf.
What's new?
You can now see which support level or team is dealing with your request. You also have more options when raising a ticket to get it to the right team sooner. If your organisation has more than one site, you can now choose which site the query related to more easily. Overall, we expect to deliver a more consistent and efficient service by using one platform for all Circle and GMCVO databases clients.
We're moving away anyway
Even if you're still with us for a few days after Freshdesk is decommissioned, you'll need to use the new platform so we can complete your exit documentation.
Can other people from my team see my tickets?
When you raise a ticket, you have the option to include other team members so they can view and edit the ticket and receive notifications where there are updates.
For any other queries relating to the change please email - user.requests@circle-interactive.co.uk
