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Enhancements to CiraNet Support Coming Soon!

Dear corporate and local office leaders,

We are excited to announce some enhancements coming this week to the way you and your teams can get support from the CiraNet Support team!

Please share this message with your teams as appropriate. It is meant for anyone who currently uses the CiraNet Support ticketing system.

Summary:

  • Enhanced CiraConnect Support Desk launches Wednesday, March 12.
  • Seamless update - new requests will automatically be directed to the enhanced Support Desk.
  • Open tickets in the current Service Desk will still be serviced, and all past requests remain accessible.
  • Some old or inactive tickets may be closed. If any are closed in error, they can be resubmitted.

Table of Contents

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What's New?

The enhanced CiraConnect Support Desk launches on Wednesday, March 12 with a more streamlined ticket submission process. We're also making some changes to the way feature requests will be handled.

Benefits of the New Support Desk

The enhanced CiraConnect Support Desk brings a simplified, more efficient way to get support:

  • Simplified ticket submission with more relevant options
  • More details captured up front to reduce follow-ups
  • Improved behind-the-scenes processing for faster, more accurate resolutions

How Does This Impact Me?

The changes are designed to be seamless, but you may notice a few small changes:

  • New request options to better match your needs
  • Same ticket access, better experience – You’ll find all tickets in the same place.
  • Update your bookmarks – If you’ve saved links for submitting CiraNet support tickets, please update them to the new Support Desk link.

What’s Happening with Open Tickets?

  • Active requests that are still in progress will continue to be worked on.
  • Older or inactive tickets that meet specific criteria will be automatically closed.

We understand that some tickets may still be important, and we don’t want to lose anything that truly needs our attention. However, because this will be an automated and bulk process, it’s possible that some tickets that do still need attention may be closed in error.

If you find that your request was closed but you still need help, you can submit it again using the new request forms.

A New and Better Way to Share Feature Requests

Going forward, feature requests will no longer be submitted through the Support Desk. Instead, we encourage teams to:

  1. Discuss ideas internally and refine them.
  2. Work with leadership to prioritize impactful requests.
  3. Have leaders bring forward top priorities to our development team.

Why this change?

  • Better prioritization – This ensures that our development team is focusing on what will have the greatest impact for the business.
  • More collaboration – Teams can discuss and refine ideas before they reach the roadmap.
  • A clearer process – This makes it easier for everyone to understand how decisions are made.

We believe this approach will help drive more meaningful improvements, and we appreciate your partnership in making it successful!