Support is Moving to the Sisense Community

[ronenavidor]

Support is Moving to the Sisense Community

One of our values here at Sisense is asking our employees to be challengers. We’re allergic to “this is how we’ve always done things.” When we find a better solution, we implement it and aren’t afraid to pivot.

We are excited to announce that Sisense has heavily invested in expanding our Support capabilities worldwide. We are undergoing a significant transformation to facilitate quicker response times, increase the quality of solutions provided, and reduce our total resolution times.

To that end, our Solutions Team is changing how we handle our ticketing system, starting with our support model and extending to our tools. 

Sisense’s Support team has moved away from the traditional tiered support structure and has adopted Intelligent Swarming. You can learn more about this emerging Support model here: https://www.serviceinnovation.org/intelligent-swarming/.

In the first weeks of December, we’ll begin a migration to Service Cloud, Salesforce’s native support system. Our mission to “Infuse” data in places we use every day starts at home, placing your feedback and requests for help in the software your CSM, technical advisors, and executives use every day.

With this change, we are also tightly integrating our Community with our Service and Support resources. Your ticket portal will now be accessible from our Community site using the same credentials. 

We’ll be following up with more information soon about the details (your open tickets will be migrated), any downtime (you’ll still be able to file a ticket while migrating), and what else you can expect to change (MUCH faster responses) in the coming weeks. 

We’re looking forward to supporting you every step of the way. 

Best,

Ronen Avidor