Toolkit Support is Moving!

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The Details

What's happening?

The Toolkit support site (this site you're on right now) is moving to the main Shotgun support site. All forum posts, tickets, accounts, documentation, etc. will be migrated over into a Toolkit section on the main Shotgun support site at support.shotgunsoftware.com.
 

When is this happening?

This will happen on July 28, 2015. 
 

Why is this happening?

Moving the Toolkit support site will unify the Shotgun support experience and better provide Toolkit users with the resources of the entire Street team. The Street team has deep knowledge and relationships with our clients. By having Toolkit support run through the same channels, we can provide more well-rounded service and insight.

 

From our perspective, this simplifies things quite a bit. We currently receive Toolkit-related support from both sites. While we have a workflow to try and manage this, it's not perfect. Having everything come through a single channel will allow us to keep better track of the communication and ensure things don't fall through the cracks.
  

What's Not Changing?

  • Level of support: The awesome support you receive from us will not change. In fact, the goal is that it should be more awesomer.
  • Tickets: All of your tickets will be moved with your account so you can retain the history that you have built on the Toolkit support site.
  • Forum Posts: All of your forum posts will be moved with your account so you can retain the history that you have built on the Toolkit support site.
  • Forum Comments: All of your comments will be moved with your account so you can retain the history that you have built on the Toolkit support site.
  • Subscriptions: All of your forum and forum post subscriptions will be migrated and you should still get notifications for updates, just from the Shotgun support site instead of the old Toolkit support site.
 

What Is Changing?

  • New Home: You will access Toolkit support through the main Shotgun support website at support.shotgunsoftware.com. There will be a Toolkit section which will be similar to the existing Toolkit support site you use now. All of the documentation and forum posts will have new urls (because they will have new ids).
  • Ticket, Forum, Documentation Ids: Your tickets will all be assigned new ids. Forum posts (including documentation) will also be assigned new ids. This means any bookmarks will need to be updated. You will be notified of the new id for any in-progress tickets so you can easily reply to keep the conversation going.
  • Account password: You may have to reset your password on the Shotgun support site in order to login for the first time if you haven't previously created an account on the Shotgun support site. 

 

Common Questions & Answers

What will happen to my existing tickets?

Any support tickets on the Toolkit support site will be moved over to the Shotgun support site and will have a new id.  All of your tickets on the Toolkit support site will be closed for comments. 
 

What if I have tickets that are in-progress?

Any support tickets that are currently open with Toolkit support will be moved over to the Shotgun support site and will have a new id. We will send a one-time update on the ticket so you'll get an email notification with the new id that you may reply to. All of your tickets on the Toolkit support site will be closed for comments. 
 

What if I reply to an old email that goes to the old Toolkit Support site?

If you respond to an old support email that uses the old Toolkit support email address, your email will be redirected and will generate a new ticket on the Shotgun support site. So your response won't be lost!
 

Is it possible that my ticket or reply will be lost if I don't do the right thing?

No! We'll do our best to notify (not spam) you of new ticket ids for your open tickets. If you accidentally reply to an old email or send email to an old support email address, it will automatically be redirected to the Shotgun support site and create a new ticket. 
 

I already have an account on the Shotgun support site, what will happen to it?

We're attempting to match up accounts as best we can when merging the two sites. Zendesk relies heavily on email addresses for identifying an account. If your email addresses match, then all of your info and content should merge seamlessly with your existing account on the Shotgun support site. After the merge, when you login to Shotgun support, you should see both your Shotgun and previous Toolkit tickets, forum posts, comments, etc. 
 

I don't have an account on the Shotgun support site, what do I do?

No worries! As part of the move, we will create a new account for you (identified by your email address). All of your tickets, forum posts, comments, etc. will be linked to this new account on the Shotgun support site. The first time you attempt to login, you will be able to request a password for your account. Once you confirm your account and set a password, you'll be in!
 

I have multiple accounts on the Toolkit and/or Shotgun support sites, what's going to happen?

People move around a lot, that's cool. And sometimes you may submit requests from your personal email account, other times from your work email. Zendesk creates and identifies accounts based on their email address so this can create multiple accounts for you. We'll do our best to merge your content with the right account info based on the email address you've used. But this can be tricky. If you notice things aren't linked up correctly, just let us know and we can tidy things up for you.
 

Will my password on the Shotgun support site be the same as my Toolkit support site password?

No. We can't migrate any password information in the move.  If you already have an existing account on the Shotgun support site, your password should be the same as it was. If you did not previously have an account on the Shotgun support site, then when you first login, you will have to request a new password. Once you confirm your account and set a new password, you'll be able to log in.
 

I have a ton of bookmarks for the Toolkit docs… what do I do?

Every page on the current Toolkit support site will have a new home at support.shotgunsoftware.com. Unfortunately, the forum ids for all of the forum posts and documentation will change. If you land on the old Toolkit support site, after a brief delay, you will be redirected to the same page in it's new home on the Shotgun support site. The old Toolkit site won't be around for long though, so take this opportunity to update your bookmarks.
 

I'm subscribed to forums for updates, will my subscriptions carry over?

Yes. As part of the migration, we will be ensuring subscriptions to forums and posts carry over to the new site. You should not see any interruption. The email notifications will have slightly different subjects since they will now be spawned from the Shotgun support site.
 

Will email notifications for tickets change?

The formatting of the emails from the Shotgun support site are slightly different by default. We're working on finding a good way to format email notifications so that you can filter and sort them as necessary. If you have any feedback on this after the move, please let us know!
 

Will this affect the Toolkit App Store?

Nothing about this change will have any affect on the Toolkit app store or the function of Toolkit in general.
 

What if I find a broken link that points to the old support site, what do I do?

Thank you for your attention to detail (which isn't surprising given the users we have)! Please just drop us an email at support@shotgunsoftware.com and let us know. We'll fix them ASAP. 
 

Why did you have 2 separate support sites?

We were wondering if someone might ask this… Toolkit has evolved over the past few years and has had a couple of iterations. In its infancy, it was a private beta with closed documentation. At the time, Zendesk (our support provider) did not provide the tools we needed to have private areas on our existing support site. So we opted to launch a completely separate support site to ensure our and our users'  privacy. 
 

Why are you doing the merge now?

Toolkit use has grown significantly since emerging from private beta. Streamlining the communication through a single support channel ensures the entire Street team and their resources are available for everyone. We also no longer require any of the support site to be private (Zendesk supports this functionality now should we need it in the future). It's reached a point where having the two separate support sites is more of a hinderance than a help. So we're excited to unify everything into a single support site.
 

I have more questions, who do I talk to?

We're happy to talk to you about anything! Just drop us a line at support@shotgunsoftware.com.
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