Planned Service Desk & Ticketing Platform Upgrade

Academia is pleased to inform you that we will soon be transitioning to a new ticketing system as part of our ongoing programme to consolidate service toolsets across the group. This initiative is designed to enhance the efficiency of our operations and enable us to deliver an even higher level of service to our customers.

• Improved service delivery: By aligning our systems, we will streamline workflows and provide a more consistent support experience.
• Enhanced capabilities: The new platform will offer improved integration across our services, helping us respond more effectively to your requests.
• Minimal disruption expected: This change is being carefully managed to ensure continuity of service throughout.

As part of this transition, there will be updates to how our Self-Service Portal is accessed.

Further details, including updated links and guidance, will be shared in advance of the transition.

All existing email support channels will remain unchanged, and you can continue to raise requests in the usual way.

We will provide further updates as we progress through the migration, including key dates and any actions required (if applicable). If you have any questions in the meantime, please contact the Academia Service Desk as usual.

Will this impact how I log support requests?
No—email remains the primary and unchanged method of raising requests. You can continue using your existing support email addresses as usual.

Will there be any downtime during the migration?
We expect minimal to no disruption. The migration is being carefully managed to maintain continuity of service.

What will change with the Self-Service Portal?
Access to the Self-Service Portal (including URLs and login methods) will be updated. Full details and guidance will be provided ahead of the change.

Will my existing tickets or history be affected?
We are taking steps to ensure continuity of service and data. You can expect the ticket number to change for all pre-existing tickets, so replying to an old ticket will not work. Simply send a new email to support and reference the old ticket number.

Do I need to take any action?
At this stage, no action is required. If anything is needed from you, we will provide clear instructions in advance.

Who do I contact if I have questions?
You can contact the Academia Service Desk using your usual support channels.