New Sharetru Ticketing Platform FAQ

ABOUT THIS CHANGE

Q: Why is Sharetru switching ticketing platforms?

A: We’re moving to a new platform that gives you faster routing to the right team, better visibility into your tickets, and a more reliable experience.

Q: When is this happening?

A: Wednesday, October 28, 2026, before US business hours. Plan for a 2–4 hour window; it will likely be shorter.

Q: Does this affect my Sharetru site, file transfers, or connectivity?

A: No. This change is limited to the ticketing platform only. It has no impact on your Sharetru site, your data, or your file transfer connections.

Q: Is the Ticketing Platform address or any email address changing?

A: No. The Ticketing Platform stays at support.sharetru.com, and support@sharetru.com, billing@sharetru.com, and compliance@sharetru.com all stay the same. We’re adding one new address, success@sharetru.com, for account and Customer Success requests.

BEFORE THE CUTOVER

Q: What do I need to do before October 28?

A: Five quick things:

• Tell us who else needs access, and if they are a Billing, Site Admin or Standard user.
• Safelist our emails. Make sure messages from @sharetru.com, especially success@sharetru.com, aren’t caught by spam filters, so your Welcome Email arrives.
• Save copies of any tickets you’re actively referencing. All ticket history is migrating, but a small number of tickets may take a little longer to appear.
• Expect new ticket numbers. Your old ticket number will be listed within each migrated ticket, so you can easily match them up.
• Retire your old password. It won’t work in the new system. Clear it from your browser’s saved passwords to avoid autofill confusion.

Q: Who is already set up in the new system?

A: All site administrators and each organization’s main billing contact. If anyone else on your team needs Ticketing Platform access, or someone should be removed, email support@sharetru.combefore October 28.

Q: What if a contact is not in the new ticket platform after it’s live?

A: Contacts who aren’t already in the ticketing platform can still open a ticket by emailing any of our addresses. Once the email is sent, that new user will get their own welcome email and go through the necessary steps to get registered.

• PLEASE NOTE: New users will be added as a Standard user unless a current Site Admin or Billing contact specifies otherwise.

LOGGING IN FOR THE FIRST TIME

Q: Do I need to register for the new Ticketing Platform?

A: Your contact info is already preloaded into the platform, so after the cutover you’ll receive a Welcome Email, and the only thing you need to do is set your password and set up MFA.

Q: What will the Welcome Email look like?

A: It comes from success@sharetru.com with the subject Welcome to the New Sharetru Ticketing Platform | Login Details, and arrives once the new system is live on October 28. It includes a link to set your password, which is valid for 3 days.

Q: How do I set my password and log in?

1. Open the Welcome Email and click the link to set your password. The link is valid for 3 days.
2. Create a password that’s at least 10 characters long and includes at least one lowercase letter, one uppercase letter, one number, and one special character, with no more than 2 identical characters in a row.
3. Go to support.sharetru.com, enter your email address and new password, and click Submit.
4. Set up MFA when prompted (see below).
5. Bookmark the page for next time.

Q: What is my username?

A: Your email address, the same one our announcement was sent to.

Q: Will I need multi-factor authentication?

A: Yes. To keep your account and ticket information secure, MFA is required to sign in to the new Ticketing Platform. This is new; our previous support system didn’t require it.

Q: How do I set up MFA? (in-depth instructions within our navigation guide)

A: You’ll be asked to set it up the first time you sign in, right after you create your password. Any authenticator app works, such as Microsoft Authenticator or Google Authenticator.

1. Sign in at support.sharetru.com with your email address and new password, then click Submit.
2. When prompted, click Configure 2FA.
3. Open your authenticator app and scan the QR code on the screen (or type in the setup key shown).
4. Enter the verification code from the app and click Verify.

Q: What happens when I sign in after that?

A: After entering your password, choose to verify with your authenticator app or have a one-time code emailed to you. After your first sign-in on a browser, you can choose to be remembered on that browser so you only need your password next time.

Q: What if I get a new phone or lose access to my authenticator?

A: At sign-in, choose Send a verification code via Email to get in. Then email support@sharetru.com and we’ll reset your authenticator so you can set it up on your new device.

Q: I didn’t get the Welcome Email, or my link expired. What do I do?

A: First, check your spam or junk folder for a message from success@sharetru.com. If it hasn’t arrived within 24 hours of go-live, or it’s been more than 3 days and the link has expired, go to support.sharetru.com, click Forgot Password, and enter your email address to get a new link. If it’s urgent, email support@sharetru.com and a ticket will be created for you.

Q: Can I use my old support login?

A: No. Logins from our current support system don’t carry over. You’ll set a new password from your Welcome Email.

FINDING YOUR WAY AROUND

Q: Where do I submit a new ticket?

A: On the Ticketing Platform home page, click the button for your request. Standard contacts use Log a Ticket, Site Admins use Product Support & Customer Success, and billing contacts use Billing Inquiry for billing requests. Add a subject and details, choose a category, and submit. You’ll get an email confirmation right away. You can also email any of our addresses and a ticket is created for you.

Q: Why do I see different buttons than my coworkers?

A: The buttons on your home page depend on your access level:

• Everyone: View My Tickets, Browse Our Knowledge Base, and Contact Information Update Request.
• Standard: Log a Ticket. Every ticket is logged as a General Inquiry, and we route it to the right team based on what you describe.
• Site Admin: Product Support & Customer Success, for troubleshooting, how-to questions, configuration changes, and Customer Success requests.
• Billing: Billing Inquiry, for renewal, invoice, upgrade, and payment requests.
• Site Admin and Billing: contacts with both roles see both buttons.

Need a different access level for someone on your team? Email support@sharetru.com.

Q: How do I report an outage or emergency?

A: Submit a ticket andcheck the “Is this an outage?” box. This alerts our support team to get someone on your ticket. You can also call 1-702-850-2910 andpress option 4.

• Tickets submitted outside business hours without the outage box or a call are answered the next business day.

Q: Which email address should I use?

• Technical Support (site issues, file transfer problems, user access, connectivity): support@sharetru.com
• Billing (invoices, payments, renewals, upgrades): billing@sharetru.com
• Compliance (security questionnaires, audit and documentation requests): compliance@sharetru.com
• Customer Success (onboarding, training, account changes): success@sharetru.com
• Emergencies and outages: submit a ticket and check the “Is this an outage?” box, or call 1-702-850-2910 and press option 4.

Q: Where can I see my tickets and their status?

A: Click View My Tickets. You’ll see your open and closed tickets, the current status of each, and the full conversation history.

Q: Can I see tickets submitted by other people at my organization?

A: To start, you’ll have access to the tickets you’ve submitted, plus any you submit going forward. Extended permissions are available if you need to see more, such as tickets from others at your organization. Email support@sharetru.com to ask about them.

Q: How do I reply to or update a ticket?

A: Reply directly to any email about an open ticket, or open the ticket in View My Tickets and add your update or attachment there. Either way it lands on the same ticket. For a closed ticket, submit a new ticket and mention the old ticket number.

Q: How do I update my contact information?

A: Click Contact Information Update Request on the Ticketing Platform home page to update your name, phone number, and job title, or add a secondary email address. Your primary email address (your username) and your company address can’t be changed there. To update either, email support@sharetru.com.

Q: Where can I find how-to articles?

A: Click Browse Our Knowledge Base to search or browse guides, including a full walkthrough of the Ticketing Platform.

Q: Is there a full walkthrough of the Ticketing Platform?

A: Yes. See Navigating the Sharetru Ticketing Platform for a step-by-step tour with screenshots.

TICKET HISTORY AND NUMBERS

Q: Will I lose access to my existing tickets or ticket history?

A: No. Every ticket, open or closed, moves to the new platform on October 28. Closed tickets stay closed, and open tickets stay open so we can keep working on them. Most tickets will be in place by the end of the day, though a small number may take a little longer to appear. If you’re actively referencing a specific ticket and need it on hand during the switch, save a copy before October 28.

Q: Will my ticket numbers change?

A: Yes. Ticket numbers are changing to a simpler number format. Your old ticket number is listed within each migrated ticket, and the content and summary stay the same, so you can easily match them up.

Q: What happens to a ticket I have open at the time of the cutover?

A: It moves to the new platform and you can keep working it there. Emails sent during the cutover window are held and delivered once the new platform is online, and we’ll pick things back up right away.

DURING THE CUTOVER

Q: Will the Ticketing Platform be unavailable during the switch?

A: Yes, briefly. The Ticketing Platform will be unavailable during a pre-determined maintenance window before US business hours.

Q: Can I still submit tickets by email during the cutover window?

A: Yes. Email any of our addresses (support@sharetru.com, billing@sharetru.com, compliance@sharetru.com, or success@sharetru.com). Your message is held and becomes a ticket as soon as the new platform is online. You won’t get a confirmation until then, so there’s no need to resend.

Q: What if I have an emergency during the cutover window?

A: Because the Ticketing Platform is offline during the cutover, call 1-702-850-2910 and press option 4. For anything that isn’t urgent, email us or submit a ticket once the new platform is online.

Q: Should I expect anything to feel rough right after the switch?

A: We’re testing thoroughly before go-live, but as with any platform change, there may be a few rough edges in the first few days. Our team will be watching closely and ready to jump on anything that comes up.

AFTER THE SWITCH

Q: Will I get confirmation that my ticket was received?

A: Yes. You’ll receive an automated confirmation every time you submit a ticket. You’ll also get reminder emails about open tickets that need a response from you. Tickets auto-close after 7 days with no response.

Q: What if something doesn’t work after I log in?

A: Email support@sharetru.com and let us know. We’ll get it sorted quickly.

SUPPORT

Q: Can I talk to someone directly about this change?

A: Yes. You’re welcome to book a 1-on-1 meeting with Kim Delgado, our Director of Customer Success.