CloudBlue Technical Support

Dear Valued Customers,

We hope this email finds you well. As part of our ongoing commitment to providing exceptional service and streamlining your experience, we are thrilled to announce a significant enhancement to the way you interact with our support and managed services.

What's Happening? 

We are consolidating our current platforms — FreshDesk (Support) and PSA (Managed Services) — into a new, unified Services Portal. This transition is designed to create a more seamless, efficient, and powerful experience for you.

As part of this process, all open incidents (cloudblue.freshdesk.com) and service requests (portal.cloudblue.com) will be seamlessly migrated to the new Services Portal. For historical closed tickets, only incidents will be migrated at this time.

When and Where? 

This update will take place on Saturday, November 18th, at 20:00 UTC and completed by November 19^th at 00:00 UTC. During this time, we will be merging portal.cloudblue.com and cloudblue.freshdesk.com into a single, convenient portal: support.cloudblue.com.  

Should you have a request or issue at this time, please call us directly via the support line +1 (855) 920-2583.

Once your users have been enabled in the new Services Portal, an activation email will be sent to you to complete the user enablement process. At which time, all new requests must be raised in the new Services Portal using your existing support codes.

Why This Matters 

Our goal is to enhance your experience by unifying our services behind a single, more robust portal. This change not only simplifies your access but also brings you more powerful features that will be enabled over the coming weeks. This unified portal is the next step in our commitment to providing you with world-class support and services.

Streamlined Access: One login, one interface, one team serving you, one seamless experience.

Process Evolution: Easy approvals within the system for upgrade approvals and scheduling. 

Service Catalog: Requests are even easier to understand with “success-based outcomes” to ensure effective results.

Enhanced Features: Receive new release announcements and perform approvals for changes, with many more features in the coming weeks.

Next Steps and Resources 

While the new portal is very similar to the current support interface, we encourage you to familiarize yourself with its enhanced features. 

Comprehensive documentation for your team is available here: Service Portal End User Guide.

We understand that change can bring questions. Our team is here to support you during this transition. If you have any concerns or need assistance, please reach out to your Technical Account Manager who can provide an overview of the change.

Thank you for your continued partnership and trust in our services. We are excited about these changes and are confident that this new unified portal will significantly improve your experience with us.