We are upgrading our support portal and ticketing system to improve overall user experience. Here are some FAQs to help you learn more about the transition.
When will the new support portal go live?
The new support portal will go live on April 30, 2026.
How do I access the new support portal?
You will receive an activation email shortly before the transition.
To get started:
Open the activation email.
Follow the instructions to activate your account.
Log in to the new portal.
Once activated, you can:
Create new support tickets.
View and manage your existing tickets.
Will I still have access to my old tickets?
Yes. All your previous tickets will still be available in the new portal.
Access them by logging into support.device42.com
Important:
Old ticket IDs and links will no longer work.
Your full ticket history will remain intact.
How do I reply to existing tickets?
To ensure the fastest and most accurate support:
Reply through the customer portal
This ensures your responses stay in the original conversation and your requests are handled efficiently.
Important:
Replying via email to older tickets may create a new ticket instead of updating the existing one.
What’s changing in the new portal?
You’ll notice:
A refreshed interface.
Updated ticket submission fields.
These improvements are designed to make it easier to submit requests and help our team resolve issues faster.
What happens if I don’t activate my account?
You can log in using the “Forgot password” option available on the portal.
Who do I contact if I need help?
If you have any questions or need assistance, contact us at support@device42.com.
Why are you making this change?
This upgrade allows us to:
Provide a better support experience.
Improve ticket handling and response times.
Deliver a more modern and efficient portal.