Why is Corvid Cybersecurity moving to a new ticketing system?
Here at Corvid Cyberdefense (CCD), providing exceptional service is our top priority. We are continually looking for best in class options to serve our clients needs faster, better, and more securely. We needed a better way to interact with and deliver extraordinary support to you and our current ticketing system just wasn’t it.
When is the migration to Zendesk happening?
We are looking at a cutover date of Monday, November 15th, 2021. We know that’s approaching quickly. Please know that most of the work is on our end and we will be here to guide you every step of the way.
What process is changing for me?
Currently, there are 3 ways to contact our support team: by phone (800.349.2549), email (support@corvidcd.com), and our Salesforce support portal. Phone and email processes will stay the same, the ticketing website and the way you submit a ticket is the only part that changes on your end.
What steps do I need to take?
Internally you’ll want to change the web address from the old Salesforce service cloud to Zendesk's platform: https://corvidcd.zendesk.com/hc/en-us
How do I create a ticket?
There is a step-by-step guide on the home page. For quick reference, see below:
https://corvidcd.zendesk.com/hc/en-us/articles/4411232054413-Submitting-a-Ticket-How-To-Guide-
Do I need to create a user account to submit a ticket?
To begin submitting tickets, you do not need an account first - Simply visit https://corvidcd.zendesk.com/hc/en-us, and in the upper right-hand corner click on Submit A Request. Fill out the form and submit. That’s it! From your contact information, a user account will be created for you.
You can also send an email to support@corvidcd.com. This will communicate behind the scenes with Zendesk, logging the ticket and creating a user account on your behalf.
What are some of the new features?
Zendesk supports the following features:
- File sharing (.xlsx, .pdf, .jpeg, almost any file with the exception of .EXE )
- Full history of comments in individual tickets
- Email thread history
- Access Levels: Submit Access allows the individual ability to submit, view, and monitor the ticket they created. Management Access has the same functions as submit access but also offers the ability to review and monitor organizational-wide tickets.
- Emoji Support (to help keep things light!)
How do I benefit from this switch?
Aside from us being able to serve you better, you get an improved user experience! Zendesk offers simplified ticket submission, user-friendly ticket tracking that comes with a more robust view of your tickets, helpful documents and articles, and file sharing.
Question we didn’t answer?
If you have any questions, feel free to email us anytime at support@corvidcd.com.
We hope you’re as excited as we are. We have worked hard to make this transition as simple as possible on your end all while positioning ourselves to serve you better.
We appreciate your partnership - Happy Ticketing!