Beginning the first of next month, everyone having a support contract with xTuple will begin using our new web-based support ticketing system. This new support front-end is built using Drupal (like the rest of our website), and it will present our customers and partners with an easy-to-use web interface for reporting and managing their support needs. Best of all, the web support portal is fully integrated in the back-end with our production xTuple ERP database.
The ticketing system has been running in beta mode supporting our global partner network for the past several months. Starting February 1, we'll be migrating our supported customers to the new system, as well. We believe this new addition to our support lineup will make the process of reporting--and tracking--support incidents much more efficient for our users.
To learn more about this exciting new feature set, please feel free to watch the video recording of the recent webinar we held on this topic. During the demo, we showed both the website front-end, as well as the familiar xTuple GUI client our support engineers use daily to support our customer base.
For now, we'll be using the ticketing system internally, to support our customers. But if you're interested in having this functionality for your own business, consider joining us for the webinar. The web portal for xTuple CRM will be offered as a separate product later this year. And don't worry if you can't make it Tuesday. We'll record the webinar so you can watch it any time....
Pierce Tyler
Pierce is a founding member of xTuple and, for the first 18 years of the company's life (from 2001 to 2019), was responsible for the day-to-day technical support of xTuple’s global community of customers and implementation partners. In addition to his support role, Pierce managed the services group, whose scope includes implementations and ongoing professional services. He was previously a manager for knowledge management at Great Bridge, a commercial open source company serving the PostgreSQL community. For many years he taught digital literacy and college English at Old Dominion University and the University of Maryland.
Specialties: Product Support, Quality Assurance, Documentation