On November 21st, 2022, Aircall will be migrating to a new Support Portal for Billing, Porting, and Support. To learn more about the new portal, visit: Using Aircall's Support Portal.
With Aircall's new Support Portal, only Aircall Users/Admins will be able to access old tickets and create new ones.
Before the release of the new portal, open tickets will be migrated from Jira to the new system, or will be closed.
⚠️ Please note: The new Support Portal will become accessible at 7:30PM UTC, Sunday November 20th. Migration of open tickets from Jira to the new system will begin at 3:30AM UTC, Monday November 21st. During this time, tickets may be unavailable to view in the new portal. We expect full migration to be completed by 11:30AM UTC, Monday November 21st, and for open tickets to be visible by that time.
If you have any questions or concerns, please do not hesitate to reach out to our Support Team by Phone or Chat for assistance.
Authenticated Users are Reporters on open Jira tickets that have an Aircall Account. In advance of the migration, communication will be sent on their open tickets to notify them of the new Support Portal.
Unauthenticated Users are Reporters on open Jira tickets that do not have an Aircall Account. In advance of the migration, communication will be sent on their open tickets to notify them of their change in access. Communications will be provided, instructing them to provide an Aircall Admin that can be made the reporter of the ticket so that it can remain open. Once the ticket has been migrated, the Admin will be able to add them in CC in order to continue communicating with us via email. If no Admin is provided, the ticket will be closed, and they will need an Admin to create a new ticket on their behalf, with them added in CC.
Accessing Old/Open Tickets in the New Portal
Existing Jira tickets will be visible to Authenticated Users in the new Support Portal after the migration. While tickets will have new ticket numbers, they will have the subject '[Jira Ticket Number] [Jira Ticket Subject].'
For example, if you have ticket CSUP-10000, with the subject, 'Question about Aircall,' it will show in the new Support Portal with the subject 'CSUP-10000 Question about Aircall.'
Still in need of assistance? Please feel free to reach out to the Support Team and
we will be happy to assist!