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[Important]: Support Site Change! - Powered by Kayako Help Desk Software
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[Important]: Support Site Change!
Posted by Vlad Trofimov on 26 March 2021 10:10 AM

Dear Leostream Support User,

As we continue to grow our business, we also need to grow our capabilities to better support our customers and trial users. We are excited to announce that our support center will be moving to the Freshdesk platform. We are working diligently to ensure that the transition is as smooth as possible for our customers. This new platform will provide much needed enhancements to our support objectives, and will enable us to serve you better. Some of these enhancements include:

  • Community Forums – a place where customers can post their success stories, configuration recommendations, and feature requests.
  • Robust Knowledge Base – if you tried to use the Kayako Classic Knowledge Base, you may have noticed the user experience didn’t quite match expectations. With Freshdesk, you will have access to a modern knowledge base and easy-to-find articles.
  • Improved Ticket Handling – Freshdesk offers a suite of tools to make sure we answer your questions as quickly as possible. This includes offering existing KBs prior to ticket submission to help answer your questions.
  • Enhanced Portal Access – Freshdesk introduces a modern portal experience, making ticket tracking simple and transparent.

Timeline: Migration is planned to start at 10AM EDT on Saturday, April 3rd, 2021. Kayako Classic will no longer accept user registrations or logins at this time. Customers should expect to gain access to the new site by 5PM EDT the same day.

Note: We cannot guarantee that emails sent to supportsite@leostream.com or support@leostream.com inside this maintenance window will be received.

What does this mean for me?

If you have an existing support account with us, you will have to reset your password in Freshdesk to access your tickets.  You can access your account by navigating to https://support.leostream.com/support/login and clicking the “Forgot your password?” link to fill out the password reset form with your associated email.

Accessing Support after 5PM ET on 4/3/21:

Portal Link: https://support.leostream.com/
Email: support@leostream.com
 
If you have any problems with accessing your account or your company’s tickets, please submit a new Ticket via the portal or send us an email at support@leostream.com. We look forward to serving you, better.


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