Description
We’re launching a new support experience to deliver faster, more personalized assistance. To support this improvement, we’re transitioning away from our current support portal.
Why this change?
We’re making this move to:
Offer an in-line messenger experience that simplifies communication
Provide streamlined ticket handling for faster resolution
Enable smarter routing to get your request to the right team
What can you expect?
New Support Requests - After the transition, new support requests can be submitted:
Support portal in Jamf Account: the steps for creating a new support case in Jamf Account outlined here.
Phone: your existing phone number for Identity Automation support will continue to work.
Email: you can email support@jamf.com to open a support case.
The emails support@identityautomation.com and support@idauto.net will no longer be available for opening cases with Support.
Active Cases - Active cases submitted before the transition will remain accessible and handled to resolution in the new support portal or via email.
Case History - Access to the existing portal at https://rapididentity.my.site.com/ will not be available after the transition. Please reach out to your Account team if you need information from your previous cases.
Critical Issue - When creating your support case in the new portal, you can still indicate if the issue you are reporting is critical.
What do you need to do before the transition?
If you haven't created your Jamf ID yet, you can do so anytime before the transition following the steps here. You may not see your organization details linked to your profile in Jamf Account right now; that's ok, it will all be associated correctly before the transition takes place.
Want to know more about what you can do Jamf Account after the transition? Check out the video below.
Questions before the transition? Reach out to us through your current process.