MCi Replaces its Customer Support System (CSS) Effective October 1, 2020

WHAT?

MCi has selected to replace its current CSS Tool (Kayako) with a new application called Zendesk Support Suite.

WHEN?

Effective October 1, 2020

WHY?

1. To provide our customers with a better overall customer service experience due to its ease of use and integrated features which will enable MCi’s Support Team to better manage and respond to customers’ tickets

HOW ARE YOU IMPACTED?

2. You will continue to submit tickets either:

a. By emailing [e-mail] (note: this email address is the same as what you may be using today and will not change, i.e., it will be repointed to Zendesk and will automatically create a Zendesk ticket from your email)

b. Logging directly into Zendesk (vs. Kayako) and submit a ticket. Note: Zendesk login details will be provided later and before the October 1, 2020 go-live.

3. Effective October 01, 2020, the email [e-mail] will no longer be available to submit help desk tickets.

4. The objective is to maintain the ticket fields available in the current CSS when submitting tickets through Zendesk in the future.

WHAT IS REQUIRED OF YOU?

5. Please read all future MCi Zendesk Update emails to stay abreast of any updates. Share the communication internally with others in your company whom may be impacted.

6. Please review the FAQs below before raising a question. All Zendesk related questions should be submitted by emailing [e-mail]. Please ensure to enter ZENDESK QUESTION as the subject when creating a ticket.

WHAT‘S NEXT?

We are excited about this upcoming change as we believe it will improve your MCi support experience. Stay tuned for future updates!

If you have any questions, please contact us at [e-mail]. 

FAQs

1. Q: Will I need to create a new Zendesk Account?

A. No. Your Zendesk account will be automatically created during the conversion process, if you have an open ticket, or whenever you submit a Zendesk ticket the first time

2. Q: Will I need a new login ID and password

A. Your login ID will be your email. You will have to create a new password the first time you login Zendesk. (Details will be provided before the 10/1/2020 go-live)

3. Q: What will happen to my open tickets?

A. All open and active (not closed) Kayako tickets will be converted to Zendesk tickets. The Kayako ticket reference will remain the same and will appear in the Ticket subject like it does today. Additionally, the plan is to also include the corresponding Zendesk ticket number in the subject line, for cross-reference purposes.

4. Q: Will converted tickets include all Kayako ticket history, comments, and attachments?

A. The MCi Zendesk implementation team has not yet finalized the conversion details but will communicate them soon (before go-live). Since MCi will not immediately retire Kayako, all historical information will still be in Kayako for easy reference by the MCi Support “Agent” (team member). Information that may not be converted into Zendesk (e.g. attachments) can be easily provided to you upon request by the MCi Zendesk Agent.

5. Q: Will I receive any training for Zendesk?

A. Yes. The MCi Zendesk implementation team is still planning the training details for end-users (you). These details will be provided to you soon.