[oxhe-announce] New Open-Xchange ticket system - Customer Training

[Open-Xchange Hosting Edition Maintenance Announcements]

Dear Customers of Open-Xchange,

The switchover of our ticket system from "OTRS" to "Zammad" is approaching and will happen on Monday, May 5 at 05:00 a.m. UTC. From that point, new tickets will be created in "Zammad" (https://helpdesk.open-xchange.com/#dashboard), while "OTRS" will remain accessible in read-only mode for around three months to review tickets that were opened before the transition.

To facilitate a smooth transition, we have prepared an online presentation to help you get acquainted with "Zammad" in advance. You can view the presentation here: https://rise.articulate.com/share/5sh07JQMi8lDFbcqpagoCYU_IMN3EbJh.

Customers with a valid support license have access to all their support tickets, through the Open-Xchange ticket system. For customers accessing "Zammad" for the first time, please click on 'Forgot password?' to request a new password. You will gain access to "Zammad" as soon as you have set up your new password. The integrated Wiki and user guide are available directly within the "Zammad" interface to help you get started and make the most of the system.

- Zammad Login and Getting Started (valid support license): https://helpdesk.open-xchange.com/#login
- Zammad Knowledge Base (valid support license): https://helpdesk.open-xchange.com/#knowledge_base/1/locale/en-gb/category/9

We look forward to seeing the improvements this new tool brings to our issue tracking and communication processes.

Thank you for your continued support – if you have any questions, please reach out to your account manager.

Best Regards,
Your Open-Xchange Team

-------------------------------------------------------------------------------------
Open-Xchange AG, Hohenzollernring 72, 50672 Cologne, District Court Cologne HRB 95366
Managing Board: Andreas Gauger, Dirk Valbert, Frank Hoberg, Stephan Martin
Chairman of the Board: Dr. Paul-Josef Patt

European Office:
Open-Xchange GmbH, Olper Huette 5f, D-57462 Olpe, Germany, District Court Siegen, HRB 8718
Managing Director: Manuel Engel

US Office:
Open-Xchange. Inc., 228 Hamilton Avenue, Third Floor, Palo Alto, CA 94301, USA
-------------------------------------------------------------------------------------