Service Update
| Availability |
|
| Product(s) | All Mimecast products |
| Who's affected | All Mimecast Administrators |
Overview
Mimecast is pleased to announce the relaunch of Mimecaster Central and Support on a cutting-edge platform designed to provide you with a best-in-class experience. This update brings a host of new features to enhance your interaction with our community and support resources.
The updates listed below will be available on the dates specified.
Considerations
- Customer case data for closed tickets will only be available from April 2024 onwards; open tickets will be migrated regardless of their age. For inquiries about historical cases, please contact your Customer Success Manager or Account Manager for assistance in providing the necessary information.
What's changing
Key enhancements include:
-
Improved Knowledge Base
- Enhanced search capabilities for Knowledge Articles.
- Faster access to the information you need, leveraging AI capabilities.
-
Dedicated Peer-to-Peer Groups
- Exclusive spaces for Customers and Partners.
- Join groups like Mimecast Champions and Mavericks.
-
Member Recognition
- New Tiers and Badges to acknowledge your participation.
- Showcase your expertise and contributions.
-
Product and Industry Insights
- Timely updates on Mimecast product changes.
- Stay informed about the latest industry trends.
Our Community Mission
We remain committed to empowering our customers and partners to connect, share knowledge, and collaborate. Our goal is to help you maximize the value of Mimecast solutions through:
- Peer-to-peer support.
- Expert insights.
- Self-service resources.
Together, we're building a thriving, self-sufficient community that fosters innovation, enhances product expertise, and accelerates business success to Work Protected.
New Ticketing System - Zendesk
To further improve our support capabilities, we're implementing Zendesk as our new ticketing software. This change brings several benefits, allowing you to:
- View all tickets submitted by your organization.
- Access tickets you've been CC'd on.
- Select from a more customer-friendly list of case categories.
Once you have raised a case, responses will will come from Mimecast Customer Support <support@mimecastsupport.zendesk.com>
Please ensure that you have allowlisted this email address, to allow interaction with you.
The ticket submission process will remain familiar, but with these added functionalities to streamline your support experience. We're excited about these improvements and can't wait for you to experience the new Mimecaster Central. Your feedback is invaluable as we continue to evolve and enhance our community platform.
Thank you for being a valued member of the Mimecast community.
Recommended actions
We will update this article in the coming weeks, once a training video is available on Mimecast University.
We will send additional communications as we get closer to any support changes and community updates.
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