InFocus: Your Support Experience is Getting an Upgrade

As part of our commitment to providing more responsive and transparent experience, we have transitioned to a new IT Service Management (ITSM) platform for managing Support Requests and accessing details about the solutions we provide to our Clients.

You may have seen the recent email announcement—here’s a quick recap of what’s changing and what it means for you.

What’s New?

We’re moving away from traditional email-based support and launching a dedicated Support Portal, powered by Jira Service Management. This new platform offers:

• Self service request tracking, allowing users to monitor the status of your support requests and participate in the process of resolution
• Real-time visibility into the progress of your support requests
• Centralised access to important details about your X-Info solution
• Clear tracking of your Technical Support Contract (TSC) balance and usage
• No more digging through email threads—everything you need will be in one place.

Support Portal at a Glance

Through the new portal, your authorised team members will be able to:

• Securely log issues quickly and track their progress
• Add notes and attachments when you communicate directly within specific requests
• Manage who can raise or view tickets on your behalf
• Submit a range of request types depending on your needs.

Your Confluence TSC Space

In addition to the portal, we’ve created a personalised space in supporting app, Confluence. It’s designed to give you a clear overview of your TSC status and house useful documents like:

• As Built system documentation
• Architecture overviews
• Quick reference guides
• Release notes
• Support delivery plans.

Who has access?

Access to ITSM will be limited to authorised users from your company. Internal escalations should be directed to them to raise with Mipela Support. This will ensure requests are lodged from select users who have authority to make changes to the solution. If you’re unsure of the authorised users, reach out to our Support team for clarification.

Getting Assistance

If you have any questions or need help getting started with the new system, don’t hesitate to reach out to our Support team in Brisbane on 07 3252 5589 or email them.

Written by Alek Hillier and Jacqueline Button