Effective Dec 1st, EAP Expert will be officially launching our new Service Desk for all our customer support inquiries and tickets. The current EAP Expert support email (firstname.lastname@example.org) will no longer work for clients after Dec 1st. All users will receive an autoresponder email asking you to go to support.eapexpert.com to access our new Service Desk after Dec 1st.
We started the process of introducing a new software system for our support team back in June of this year. Many processes needed considering and adjusting to ensure a seamless transition from the old support email to the new Service Desk. Effective immediately, we are very pleased to announce the upcoming launch of our brand-new support ticketing system available today.
Whenever a ticket is required, the improved workflow will enable us to help our users more quickly and more specifically. Also, references to existing helpful entries in our knowledge-base will be easier to provide for our support members under the new system.
Internally, our software development team has been working with a system called “Jira” since June, and the new customer support system is now also based on the same solution. The move away from email driven support towards the “Jira ServiceDesk“ will make many things easier in the future. Ideas and problems can be exchanged more uniformly between end users, developers, and admins. Similarly, we will have a standardized channel of communication between the various units that may be involved in solving a problem.
To prepare for Dec 1st, all clients should go to our new dedicated web portal at https://support.eapexpert.com and setup an account if you have not already done so.
To setup a new account follow these steps;
- Goto https://support.eapexpert.com and click on the sign up as noted below
2) In the new window, insert your email address and click “send link”
3) Check your email for the link to complete the setup transaction
4) Click on the link provided to you via email and complete the sign process as noted below. Once you have filled in your full name and chosen a password, click sign up and you should be good to go.
If you have any trouble with any of these steps, please reach out to your account manager or call us directly at 1-855-327-9778