Announcement - Important change in communication for new support requests

 Originally published on January 15, 2024 by Michael Becker
Last updated on January 15, 2024 • 5 minute read

This article is to inform you that as of February 1st, 2024, there will be an important change for contacting our customer support. As of this date, we will no longer accept new support requests via email to support@paessler.com. Rather, you will need to submit your support requests via our official help desk portal or continue to use the “Contact Support” button in your PRTG web interface. You can find the help desk portal on our website or directly through this link: 

👉 https://helpdesk.paessler.com/

Why this change?

The transition to submitting support requests exclusively through our help desk portal has several reasons that will help make our support even more efficient and effective:

✅ Improved efficiency: The contact form allows us to process your requests more efficiently and help you resolve your issues more quickly. It also allows us to collect all relevant information needed to process your request.

✅ Spam prevention: Email requests are more susceptible to spam, resulting in a higher workload for our support team. The help desk system effectively filters out unwanted messages.

✅ Increased security: By using our help desk contact form, we can ensure that your personal data and information is protected to the maximum extent possible. The form uses an encrypted connection to ensure the confidentiality of your request.

Paessler Helpdesk Portal
What are the benefits?

In addition to increased security and improved efficiency, this transition also provides benefits to your interaction with our support team:

✅ Faster response times: By better organizing and prioritizing requests, we will be able to respond to your questions and provide solutions faster.

✅ More efficient communication: Submitting support requests through our help desk portal allows us to collect all information related to a request in one place, resulting in more efficient communication.

✅ Transparency: You always have access to the current status of your requests, so you know we are working diligently to resolve your issue.

How do you create a ticket?

Creating a support ticket on our website is easy and user-friendly. Please follow the steps below:

➡️ Visit our help desk portal at helpdesk.paessler.com.

➡️ If you haven't already done so, create a personal account.

➡️ Click the “NEW TICKET” button.

➡️ Fill in the contact form, making sure to fill in all mandatory fields.

➡️ Click the “Submit” button to send us your request.

 

We have made this change to provide you with the best possible service and to make communication as smooth and secure as possible. If you experience any difficulties using the contact form or have any questions about the transition, please do not hesitate to contact us.