In an effort to improve the customer support experience, Deft is launching a new Customer Portal. Our aim is to roll this out in the coming months, and we’ll continue to share details as we get closer to launch.
The new platform will improve upon our internal workflows so that we can ultimately provide faster support and greater automation capabilities. All current Portal functionalities will be preserved or enhanced.
Current customers will receive an email prior to the migration that contains:
- The exact rollout date
- The new Customer Portal URL
- Your new user ID
- A temporary password (you will be prompted to reset it)
How will these changes affect me?
The overall end-user experience will be enhanced and the new Portal will feature streamlined support workflows. We expect this change to better meet your needs and help us provide world-class support.
Will I still receive email notifications with support ticket updates?
Yes, ticket status email messages will continue to be sent to anyone on a ticket watch list.
Note: In the new platform, support tickets are called cases.
What will happen to my company’s support tickets?
All open tickets will be ported to the new Portal as part of the pre-cutover maintenance window. Closed tickets will be archived and available (with read-only access) by logging into the current Customer Portal and accessing your archived tickets.
What will this mean for Deft phone support?
While you can always call our main support line 24/7, submitting a ticket through the Customer Portal will always be the best way to request support. Our phone support number will remain the same: +1 (312) 895-3005.
Will I still interact with the same Deft folks who provide my support today?
You bet. The people who know your systems and processes haven’t changed, so you can rest assured that your Deft technical support team is here to stay.
How can I learn how to use the new platform?
We will provide training and support resources to make sure there’s no disruption on your end. We will also have additional staff available to you during the migration to field requests.
If you have any questions or concerns about this shift to a new platform, please reach out to me directly and I’ll be sure to follow up right away. Thank you for being a Deft customer. We look forward to supporting you on—and off—this new platform.