Get ready, a new Cases Portal is coming soon!

Hi Microvellum Community Members!

I just wanted to follow up on the announcement we made a few months ago where we mentioned a change was coming. There has been some chatter and other posts where we mentioned some of the details, but we wanted to update you again with some more news...

As we have mentioned, we have been working to improve our internal systems – from how we manage software and library development projects and how our support, service, and accounting teams communicate with you. We're building a new platform designed to help us connect everyone on our team to everything, everywhere in a more streamlined way using Microsoft Dynamics.

So, you might be wondering, how does this impact you? Well, in a couple of ways…

First, on the week of September 25th, we plan to release our new cases portal.

For some of you, you may remember a few years ago we made a similar change when we released what you know as our Knowledge Network which houses our knowledge base, community, support ticketing system, and other tools we use internally. While this system worked as we intended, it is disconnected from other systems we use internally.

One of the initial features of the new portal will include a new case management system. This portal has been designed not only to improve your experience when requesting support but also to ensure that information regarding your support needs is handled more efficiently.

Here are some things to be aware of…

The portal offers an easy-to-use interface that you can use to see an overview of your entire support history, manage open cases, and of course create new cases.
You will notice a different interface, a new home screen, new menus, and a simplified way to submit a request or a “case”.
If you want to respond to your cases via email, you can continue to do so. Any messages you send via email will automatically be logged in the case just as you'd expect.
If your case is escalated to our Quality Assurance team, which may mean an issue needs to be resolved, the automated system will notify you of the progress our team is making.
If you use the features included within your software (Toolbox) to create a case, those features will work the same as they do today, and again, your case will be visible in the My Cases area of the portal.
We have taken the necessary steps to ensure that your entire support history will be available within the new portal – so you don’t have to worry about any open cases you may have. Those tickets and their statuses will be kept intact.
As I mentioned, this is just the first phase of our new cases portal. Some things will go unchanged for now – like our community forums and knowledge base. Links to these areas will be available within the portal, where you will maintain the same login and access you have today.

The new cases portal release is scheduled for the week of September 25th and should be considered a phase one release, as we have many more improvements and quality-of-life changes to roll out in the coming weeks and months. You will have access to documentation that will help explain how to create an account, log in, and use the new portal next week.

So, that’s all for now. Be sure to stay plugged into the community for more announcements and discussions about our Microvellum Knowledge Network and new portal.

Clay Swayze

Microvellum | Head of Marketing & Product Management