We’re excited to share that the Customer Support Portal will soon be upgraded with improved functionality, enhanced navigation, and a more user-friendly experience.
To help you prepare, we’ve answered some common questions below.
1. What exactly is happening? The Customer Support Portal is getting a fresh new look! We’re excited to introduce an upgraded experience with improved functionality, easier navigation, and a more modern design—making it simpler than ever to submit tickets. You’ll still be able to submit support tickets just as you do today; the only change is that ticket submission will now live in a new location. Previously, Sandata On-Demand and the Support Portal were part of the same platform. With this update, they will be available as two separate sites to provide a clearer, more streamlined experience.
2. Why is this change happening?
We heard your feedback and are excited to bring you an improved ticket submission process. The upgraded Customer Support Portal will feature a modern interface, enhanced functionality, and more intuitive navigation to make submitting and viewing your tickets easier than ever.
3. When is this happening?
The migration is planned for Spring 2026. We’ll share the exact launch date as soon as it’s finalized, so you’ll have plenty of time to prepare.
4. What is happening to the current Customer Support Portal?
When we migrate, the old system will no longer take new tickets—but don’t worry, the new portal will be ready for you to use. 5. Will my saved bookmark for the Customer Support Portal still work? Yes! If you’ve bookmarked https://sandata.zendesk.com/hc/en-us/requests/new, it will automatically take you to the upgraded Customer Support Portal site once it launches.
5. Will my support portal account login change?
Yes, you’ll need to create a new account in the new system. To make this easy, existing users will automatically receive an email invitation with simple steps to set up your new login. We’ll be sharing the exact timing for these emails as soon as it’s available, so you’ll know exactly when to expect it.
6. Is any of the terminology changing?
Is a case the same thing as a ticket? Yes, in the new system a ticket is referred to as a case.
7. How will my new employees create an account in the new system?
Your new employees will create a new account to access the upgraded Customer Support Portal. It’s quick and easy—just click the Create Account link on the new login page and enter a few details such as name and work email address. Once completed, they’ll be taken straight to the Customer Support Portal homepage and can get started right away.
8. What about my currently open tickets?
No worries—your open tickets will move with you. On the cut-over date, all existing open tickets will be available in the new system and can be found on your My Open Cases page, so you won’t lose track of anything.
9. I currently submit support requests by email. Will I still be able to do that?
Yes. During the migration period, you can continue to create support tickets using the same email addresses you use today. While we plan to transition to portal-based ticket submission in the future, there will be no disruption during this period, and the change will be seamless for you.
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