Update (4:15PM CST) – The new helpdesk system is online and we’ve moved over open tickets to it. If you do reply to an old ticket it will create a new one in the new system. Thank you for your patience!

We’re excited to inform our valued customers that we will soon be upgrading our helpdesk system to better serve you. In order to provide a more efficient and powerful support platform, we will be migrating to a new helpdesk server. This change will bring numerous benefits, including faster access times and a more flexible infrastructure for future upgrades. Please read on for important details regarding the transition.

Due to technical limitations with the existing system, we are unable to migrate old tickets or user accounts to the new server. The current system lacks the necessary PHP extensions to support the migration process. However, please rest assured that all our past email communications are securely archived on our email server. If the need arises, we can readily access old tickets and provide any necessary assistance.

For a smooth transition, we will manually recreate any open tickets from the old system in the new helpdesk server. This way, we can continue working with customers who currently have active tickets. Our team will ensure a seamless experience as we transfer your support requests to the fresh installation. The URL will change from helpdesk.th3dstudio.com to tickets.th3dstudio.com. We will also update the old URL to redirect to the new one so old links actually go to the new system.

The new helpdesk system will be hosted on a much more powerful server, resulting in significantly reduced access times. We are also upgrading our infrastructure from the older PHP+MySQL webserver setup to the latest Docker stack setup. This modernization will make future server migrations easier, allowing us to adapt swiftly to any changing needs.

To facilitate the migration process, we will be taking the old system offline on Friday, June 30, 2023, at 2PM CST. During this period, we will not be accepting new tickets until the new system is online. We estimate that the downtime required for the transition will be approximately 6 hours. We apologize for any inconvenience caused by this brief interruption in service and appreciate your understanding as we work to enhance our support platform.

We want to express our gratitude for your continued trust and loyalty. Our commitment to providing exceptional customer service remains unwavering, and this upgrade is a testament to that commitment. The new helpdesk server will empower us to serve you even better and ensure your inquiries receive prompt attention.

Thank you for your patience and cooperation throughout this transition period. We look forward to continuing to assist you and provide the support you deserve. If you have any questions or concerns, please don’t hesitate to reach out to our customer support team.