New Sharetru Ticketing Platform

On Wednesday, October 28, before business hours, Sharetru is moving to a new ticketing platform. This covers every request you send us: technical support, billing, compliance, and customer success. The new system gives you faster routing to the right team, better visibility into your tickets, and a more reliable experience. Only our ticketing system is changing. Your Sharetru site, data, and file transfers are not affected.

WHAT’S NEW

We built this new platform around feedback we’ve heard. It’s simpler to navigate and will keep you in the loop.

• The right access for the right people. Billing and site admin requests are now separate, so each contact sees the options that fit their role.
• Emergencies front and center. A new “Is this an outage?” checkbox right on the ticket form alerts our support team to get someone on your ticket.
• Your own secure account. Multi-factor authentication (MFA) is now required to sign in, and your profile lets you update your name, phone number, and job title, and add a secondary email address.
• Easier ticket tracking and routing. You get confirmation for every ticket you open, reminders when we’re waiting on you, and you can see the status of everything you’ve submitted in one view. Your requests go straight to the right team without delays.

ALL OF YOUR TICKET HISTORY IS COMING WITH YOU

Every ticket, open or closed, will be migrated to the new Ticketing Platform. Closed tickets will stay closed, so you can still look them up for reference. Open tickets will move over still open, and we’ll keep working on them right where we left off. You don’t need to resubmit anything. Most tickets will be in place by the end of the day on October 28, though a small number may take a little longer to appear.

ACTIONS TO TAKE BEFORE OCTOBER 28

You’re receiving this letter because you’re a site administrator on your Sharetru account. You and your organization’s main billing contact are already set up in the new system. A few quick steps now will make go-live day smooth:

• Tell us who else needs access. Email support@sharetru.com with anyone on your team who should be added or removed.
• 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. If you need a specific ticket on hand during the switch, save a copy now in case it takes a little longer to appear.
• Expect new ticket numbers. Ticket numbers are changing to a simpler number format. Your old ticket number will be listed within each migrated ticket, so you can easily match them up.
• Retire your old password. Your current support login won’t carry over. You’ll set a new password from the Welcome Email.

ON OCTOBER 28 | LOGGING IN FOR THE FIRST TIME

1. Watch for an email from success@sharetru.com with the subject Welcome to the New Sharetru Ticketing Platform | Login Details. It arrives once the new system is live.
2. Click the link in that email to set your password. The link is valid for 3 days, so set your password soon after it arrives. Your password must be at least 10 characters long and include 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. Your username is the email address this letter was sent to.
4. Set up MFA. When prompted, click Configure 2FA. Scan the QR code with any authenticator app (such as Microsoft Authenticator or Google Authenticator), then enter the code from the app and click Verify.
5. Bookmark the page. It’s the same address you use today.

No Welcome Email within 24 hours of go-live? Check your spam or junk folder first. Then go to support.sharetru.com, click Forgot Password, and enter your email address. If it’s urgent, email support@sharetru.com and a ticket will be created for you.

FINDING YOUR WAY AROUND

Once you’re signed in, your Ticketing Platform home page shows the buttons that fit your access level:

• Log a Ticket (Standard contacts): submit a General Inquiry, and we’ll route it to the right team.
• Product Support & Customer Success (Site Admins): troubleshooting, how-to questions, configuration changes, and anything Customer Success needs to address.
• Billing Inquiry (Billing Contacts): renewals, invoices, upgrades, and payments.
• View My Tickets (Everyone): see your open and closed tickets, check status, and reply. Migrated tickets appear here too, with your old ticket number listed inside.
• Browse Our Knowledge Base (Everyone): how-to articles and guides, including a full walkthrough of the Ticketing Platform.
• Contact Information Update Request (Everyone): update your name, phone number, and job title, or add a secondary email address.

For an outage, check the “Is this an outage?” box on any ticket form.

For a step-by-step tour with screenshots, see Navigating the Sharetru Ticketing Platform.

DURING THE CUTOVER

The ticketing system will be offline for a short time before US business hours. You can still email any of the addresses above, and your message will be held and delivered once the new system is live. You won’t receive a confirmation email until we’re live, so there’s no need to resend. Once we’re live, you’ll get a confirmation every time you submit a ticket, plus reminders when we’re waiting on a response from you. Tickets auto-close after 7 days with no response.

For more detail, see the Sharetru Ticketing Platform FAQ within our knowledge base. If you’d like to talk it through, email support@sharetru.comor book time with me directly. Thank you for your continued partnership.

Kim Delgado

Director of Customer Success, Sharetru