Greetings everyone and hope everyone is having a lovely Easter, this is just an update to let you know there have been some changes to the support desk as a result of us merging our existing inSided support desk with the main support desk of the wider Gainsight organisation.

What has changed:

We have now combined our 2 separate support desks into one combined support desk, this was done to streamline the customer experience as well as help to optimise the support agent processes.
 

What does this mean for you?

End customers should not be impacted by this, the old email address of support@insided.com is still fully functional. However users of the support.insided.com portal will notice now that after logging in - you will be redirected to the support.gainsight.com portal which has a form for you to submit your support tickets and view your already open support requests. Your accounts and existing tickets should have been migrated, however you will need to reset your passwords if you are not using SSO - SSO users should already be able to login as normal.

If you wish to submit an inSided support request via the web portal then you only need to select this option from the first dropdown:

We will soon be updating support.insided.com to point directly to support.gainsight.com without the need for a redirect.

It is important to mention that you will also now need to login to the portal in order to view attachments in the tickets.
 

This process has been done to minimise the impact to customers as much as possible - if anyone has any general questions please feel free to reply here. If you have any more detailed account questions or issues then please feel free to reach out to us at support@insided.com and we are always happy to help out 🙂