Transitioning to our New Support Portal

We are pleased to announce that as of August 1st 2023, we will be transitioning our current Redmine support portal to our new platform, Jira Service Desk (or Jira, for short). We believe this move will enhance our service capability, streamline operations and provide a better overall user experience for you.

What you need to know

  • Switch-Over Date: Our current Redmine support portal will stop accepting tickets from August 1st and our new Jira support portal will take effect.
  • Account Setup: You don’t have to worry about setting up your account on the new platform. On the day of the transition, we will send an email with detailed instructions on how to set up your new account, including how to create a password.
  • Data Transfer: Rest assured, all your existing tickets from the last couple of years will be transferred over to the new platform to ensure a smooth transition.

We recognize that change can be challenging, but we are confident that the move to our new platform will provide you with improved performance, an intuitive interface and additional features to help us better serve you.

Make sure to add to your safe senders’ list, as we’ll be sending your account set-up details from this address. If you don’t see our email in your inbox, please check your junk folder(s).

How will this change benefit you?

Jira allows us to enhance your customer experience by introducing intelligent prompts to our request system. These prompts will ask you qualifying questions to gather both necessary and supplemental information right at the onset. This proactive approach aims to accelerate resolution times, especially for complex or detailed queries. Prompts also vary based on the nature of your request, which is aimed at significantly reducing the number of tickets that require additional information before work can begin.

Additionally, this change is of benefit to you as it bridges the gap between our work schedule and ticketing systems. They will now coexist within the same software, as opposed to functioning independently. This consolidation will make both systems more manageable and streamlined.

What is Jira?

Jira, developed by Atlassian, is a robust IT service management tool designed with the intent to revolutionize customer support. Its ITIL (Information Technology Infrastructure Library) certification means it aligns with the set of detailed practices for IT service management (ITSM) that focus on aligning IT services with the needs of our business and you, our customers.

One significant advantage of the Jira is its seamless integration with other Atlassian products, such as Confluence and GitHub, enhancing its functionalities and providing a comprehensive solution to project management, development and customer service needs.

How does it differ to Redmine?

Redmine by contrast is an open-source project management tool that provides a flexible platform for multiple projects. Redmine specifically is focused on a couple of primary features: supporting multiple projects and providing a dynamic issue tracking system.

What made us choose Jira over Redmine?

Jira is the software of choice for Ascend, which has been at odds with the Blindata team since its acquisition in February. Whilst both software development teams in each business have found both Redmine and Jira highly beneficial, the integrations offered by Jira for documentation and development make it an obvious choice.

A selection of Jira’s premium, paid features enhance its functionality, making it a more resilient and future-ready choice for us to use moving forward, whilst also aligning both development teams under one software.