Our team has been working to unify the support experience, and have been migrating our support teams onto one ticketing system.
Our goal with the new Mastery Connect support experience is to preserve the current workflow you are already used to. Similar to the current process of submitting a support ticket, the new customer portal will be accessible through the Help menu in Mastery Connect. With changes to the portal, it is recommended that you don’t use any bookmarked links you may have to the old portal, as these URLs may change.
Through this new portal experience, you will be able to log tickets with our Support team and view all tickets that you’ve created. This will include any historical cases that are outstanding or cases opened after February 1, 2023. One important change to note is if a customer is CC'd on a support ticket, they won't be able to view it through the portal. However, CC’d customers can still communicate with the Support team by responding to emailed ticket updates. This is a privacy and security measure to protect sensitive information.
We expect these changes to be live in Mastery Connect on November 13, 2023.
The Instructure Support Team
