Support platform migration - FAQs

Everything you need to know about our move from Zendesk to Intercom. If you can't find the answer you're looking for, email us at support@eploy.co.uk.

About the migration

Why are you changing support platforms?
As part of our ongoing work to modernise and improve the support experience for Eploy clients, we're migrating from Zendesk to Intercom. This is the first step in a broader improvement to how you interact with the support team, and forms the foundation for the in-app digital assistant coming in a future Eploy upgrade.

Do I need to do anything to prepare?
For the majority of clients, no action is required. If you currently raise support cases via the web form or live chat within the knowledge base, you'll need to switch to emailing support@eploy.co.uk from the migration date onwards. Emailing is the only method you'll need going forward.

Contacting support

How do I contact support after the migration?
Everything goes through email - simply send your query to support@eploy.co.uk and we'll pick it up from there. Replies from the team will come back to your inbox, just as they always have.

Will I still be able to reach the support team via the phone?
The team will still be reachable via phone in the case of urgent queries and can be reached at UK: 0800 073 42 43 or Int: +44 1562 637 199.

Will the emails I receive look different?
You may notice a slight difference in the layout and styling of emails from the support team, as these will now be sent via Intercom rather than Zendesk. The content and the service itself will be exactly the same - it's purely a cosmetic change.

What are your support operating hours?
Our operating hours are not changing. The support team is available Monday to Friday, 9:00 – 17:30. We are closed on UK bank holidays.

Will my SLAs change?
No - your service level agreements will remain exactly the same. Response and resolution targets are not changing as part of this migration.

What's changing

The web form in the knowledge base - what's happening to it?
The web form will no longer be available as part of the changes. If you currently use the web form to raise support cases, you'll need to switch to emailing support@eploy.co.uk instead. Emailing us directly works in exactly the same way and your case will be picked up and managed just as before.

What's happening to live chat?
The live chat functionality within the knowledge base will also be retiring as part of the changes. If you currently use live chat to get in touch, please switch to emailing support@eploy.co.uk going forward.

Will the Eploy knowledge base still be available?
Yes - the knowledge base itself isn't going anywhere. You'll still be able to access it from within the Eploy application and browse help articles and guidance as normal, however this will also be getting a revamp as part of the intercom migration. It's only the web form and live chat contact methods within it that are being retired.

Your tickets and history

What happens to my open tickets during the migration?
Any tickets that are open at the point of migration will carry over to Intercom with their full conversation history intact. There will be no disruption to ongoing cases - you won't need to re-raise anything or re-explain your issue.

Will I lose access to my previous ticket history?
While you will no longer be able to access the tickets as you did previously, No historical ticket data will be lost. We will retain access to all previous Zendesk ticket data for reporting and reference purposes. If you ever need to refer back to a previous case, please contact us at support@eploy.co.uk and we can look into it for you.

What's coming next

What is the in-app digital assistant?
As part of a future Eploy upgrade, we'll be introducing an in-app digital assistant which will let you raise cases, track progress on open cases, and chat directly with a support agent - all from within the Eploy application itself. This migration to Intercom is the first step that makes that experience possible.

When will the in-app digital assistant be available?
The in-app digital assistant will be rolled out as part of a future Eploy upgrade. When your system is scheduled for the relevant upgrade, we'll be in touch ahead of time with full details on how it works and what to expect.