Hello Valued Customer,
We’re excited to introduce our improved support experience! Our goal is to provide you with a seamless and efficient way to get the help you need. We understand that you may have some initial questions, and we’re here to assist you.
For any inquiries, you can always reach out to your Customer Success Manager or our Digital Customer Experience team at [email protected].
Frequently Asked Questions:
Q: Why did Uptempo make this change?
A: Our new Messenger experience offers better ways to manage customer interactions, including product updates, feature enhancements, technical issues, and general inquiries. This ensures a more streamlined and effective support experience for you.
Q: How do I start a conversation with Uptempo?
A: Simply click the Uptempo icon in the bottom right corner of your screen. You’ll find this option both in-app and on the support portal. Select Messages to begin your conversation, and follow the prompts to ensure you're connected with the right team for quick and efficient support.
Q: Can I still submit tickets through the legacy portal using the URLs I am used to?
A: The previous portal URLs remain active. However, you won’t be able to access the legacy support system. Now, simply click the Uptempo icon in the lower right corner to submit a request. For step-by-step guidance, check out this article.
Q: Who can submit a support request using the Messenger?
A: The same support contacts who had access to submit tickets in our previous system will retain access. General end users will not see or be able to use the Messenger. If you’re unsure who the support contacts are within your company, email us at [email protected], and we’ll provide you with a list.
Q: What happens to the tickets I submitted before the transition?
A: All historical tickets have been migrated and can be viewed in the Messages section of the new Messenger or by clicking on the Customer Ticket Portal link within the messenger. Your previous ticket numbers are still accessible by our support agents, and all migrated tickets have been assigned to the same agent, ensuring a seamless transition. Feel free to reference your past ticket numbers when needed.
Q: What is the Customer Ticket Portal?
A: The Customer Ticket Portal is a centralized hub where you can view and manage all your support tickets in one place. It allows you to respond to messages seamlessly, regardless of the channel they were opened through. You can access the portal by clicking the "Customer Portal Link" within the messenger.
Q: What if I log out while my chat is active or an agent responds when I’m offline?
A: Just like before, our system will send you an email notification so you can continue the conversation outside of the application.
Q: Can I include team members in my support conversations?
A: Yes! You have two options:
Mention their email in the chat (e.g., type “copy [email protected]”), and our support team will add them.
CC them in email responses when replying to Uptempo agents.
Q: What happens when I select different options within Messenger?
A: Please note: We are in the process of crafting videos to help lead you through the various option branches and provide visibility. More to come, but please see the basics outlined below.
1. Raise a Support Ticket
If you're experiencing a technical issue or have found a bug, this option is for you. Our support team is ready to assist you just as we always have. When you select this option, you'll be presented with additional categories to help us better understand your request. This allows us to assign the appropriate priority level, ensuring timely resolution. It also helps route your ticket to the right internal team, reducing assignment time and expediting support.
2. I Have a Question or Need Guidance
If you have general questions or need guidance, this option will connect you with our Digital Customer Experience team. They serve as our frontline experts, providing hybrid customer success and support. Whether you need information or assistance, they will either address your inquiry directly or connect you with the right Uptempo resource.
3. I Have a Change Request
Select this option if you need to make changes to your product configuration or initiate a service project. Examples include:
Fiscal year rollover requests (Allocadia/Uptempo)
Ownership transfer requests
Creating or updating reports and dashboards
Modifying integrations or customizations
Initiating an upgrade
Because change requests often involve scoping and project work, this option should not be used for issues requiring immediate fixes.
Q: What if I have trouble using or accessing the Messenger?
A: No worries! Simply email your Customer Success Manager or contact our Digital Customer Experience team at [email protected], and we’ll be happy to assist you.
Q: Can I raise a ticket via email?
A: Yes, you can submit a ticket by emailing [email protected]. Please note that this will generate a new ticket in our system. At this time, we are unable to automatically route emails to the appropriate Uptempo team or assign a priority level. As a result, tickets submitted via email will first be reviewed and triaged by our Digital Customer Experience (DCE) team before being directed to the appropriate team.
We’ll continue updating this FAQ as new questions arise. Thank you for being part of our Uptempo community—we’re here to support you every step of the way! 🚀