Coming Soon - New Support System

Elements Hosting
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Hi Elements Hosters,

I just wanted to give a heads up that in the next week or two we’re going to be switching off the support desk in the Elements Hosting Client Portal in favor of a more modern and feature rich support system.

What does this mean?

After the switch-over, you will not be able to submit support tickets via the built-in support desk that comes integrated with the Elements Hosting Client Portal. Instead, you will see a link to our new support email address that will route all emails to our new support system.

Why the change?

Several reasons:

  1. We now have support requests coming in via multiple channels (Community Forum, our current help desk HelpScout, the Elements Hosting Client Portal, and via regular old email). This is unsustainable going forward, and we need to consolidate into one singular support system across our product line.

  2. While the support desk in the Elements Hosting Client Portal is convenient, it’s not very feature rich. For example we can’t do text formatting (such as making text Bold, Italic, or even making links like this). That makes it kind of hard to highlight specific information in the message body.

  3. There’s no AI integration, and that is something we are going to be leaning heavily into in the near future so customers can receive fast and up-to-the-minute information directly from our help documentation.

  4. We can’t do any automations, for example auto-responders, “if this then that” logic, or anything like that.

Will this affect my level of support?

Yes, it will make support better! Again with a unified support system that is more modern and feature rich, we will be able to consolidate support across our products and services using the latest technologies in AI and automations (while always keeping a human in the loop) so we can respond faster and with more precision.

Conclusion

We’re aiming to switch over to the new support system in the next week or two, after which the built-in support desk that comes integrated with the Elements Hosting Client Portal will be switched off. If you have any questions on the above feel free to let us know here.

Cheers,

Team Elements

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