MediaKind's Support Tool Transition FAQ
MediaKind is partnering with SymphonyAI!
We're excited to announce an upcoming update to our customer support ticketing system!
In our continuous effort to enhance your support experience, we will be transitioning to a new support ticketing system SummitAI supplied by SymphonyAI. This new system will provide improved functionality, enhanced tracking capabilities, and a more streamlined process for submitting and managing support requests. We are not expected to launch until early June. During this time we will be maintaining this FAQ for your knowledge.
Why the change?
It is important for a support platform to have flexibility and ease of use. SummitAI offers this flexibility with a robust feature set that will benefit both MediaKind and you.
What will happen to all my current tickets?
All open tickets and tickets for the last 3 years will be migrated into the SummitAI platform. The remaining tickets will be archived.
Will all my Assets move over to the new tool?
All your active assets will move into the SummitAI tool.
Does the method to open tickets change?
Not at all. You can still open a ticket via email, phone call and directly in the portal.
Will there be training on the new portal?
When you log into the portal you will be greeted with instructions on how to use the new portal. Our goal is for the new portal will be setup in a way where it is very intuitive on how to use it.
Will my service change?
Not at all. Only the ticketing tool will change. Your service(s) that you contracted within your agreement will be the same.
Will I need to create a new Login?
No. Your current username will be migrated into the new system. You will just need to reset your password using your existing email ID.
Will my Software still be available through the SW portal?
Yes, no changes to access to software portal.
Will I still get email updates on my tickets?
Yes all changes within the ticket will trigger notification emails to you.
Will I be able to update my tickets through the portal?
Yes. The Customer Portal will have an interface available for you to create new tickets and manage existing tickets.
Will I still be able to see the status of my ticked in the portal
Yes all your tickets, regardless of status from the last 3 years will be available for your in the portal. Including the ability to run reports on them.
Can I reset my password though the tool?
Yes you will be able to reset your password through the tool.
Will my old tickets still be available to see in ServiceNow for reference?
No. ServiceNow will be shutdown on June 14th and will not be accessible any longer. All historical data from ServiceNow will be archived to a MediaKind secure location. If historical data is required from beyond 3 years, please make that request to your account manager and we will try to accomodate.
How secure is the new portal regarding data privacy?
MediaKind has performed a security assessment on the SummitAI tool and the company whom has developed and and has found security compliancy satisfactory for global requirements, such as ISO/IEC 27001, ISO/IEC 277001, SOC2, CSA STAR, HIPPA, GDPR.
What countries will data in SummitAI be hosted?
SummitAI will be hosted out of the United States.
Do I need to learn new processes to use the new tool effectively?
Processes to open and manage tickets will remain relatively the same. There will be additional functionality expected that will be delivered with the new tool that will be presented in the training video.
Will the knowledge base articles still be available?
Yes all knowledge base articles will be migrated to the new system.
Who do I contact if I have an issue with the new Portal?
When the portal launches, if you have any issues with the new portal please reach out to your Service Delivery Managers/Customer Project Managers or email Support@MediaKind.com.
When will the transition to SummitAI take place?
The launch date is scheduled for June 14th.
Are there any resources or documentation available to help me learn more about the new system?
We will be publishing some resources as a part of the launch phase directly on the customer portal of the current system and the new system.
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