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Accessing the jBilling Support Center

Updated

jBilling Support

Support Ticket Migration

AppDirect is upgrading their support platform, and as such will be migrating to a new version.

While your support experience will look and feel very similar, this upgrade will allow us to upgrade and improve certain features and functionality.

Key Changes

The new URL for new jBilling support is https://jbilling-support.appdirect.com/access/normal.  Please bookmark this link for future reference. 

  • All existing tickets will be migrated and are accessible in the new environment. You will receive a password reset link for the new environment. 
  • For every ticket that is still open or in progress, the ticket requester and CCs will receive an automated notification confirming that the ticket was migrated to the new platform.
  • If you have any questions about this change, please email us at help@appdirect.com

Logging in and Setting your new Password

To set a new Help Center password, please click here. You will be prompted for your email address. Enter the email address you use to create support requests with us.

You'll receive an email to create your account's password.

Click the link to Set a new password. You should then be able to sign in and view your existing support requests.

Viewing your existing tickets

All your older solved tickets will be migrated, and you will be able to view both new and old tickets on the new platform.

Click the drop-down next to your name at the top right of the window, then select Requests.

Handling Tickets in Progress

Tickets that were open in our old platform and are migrated to our new platform will have a new ticket number. 

All ticket requesters and CCs on tickets that are currently in progress will receive a notification with the new ticket number via email.

IMPORTANT: To continue an email conversation, it is important that you reply to the new ticket notification, and not the previous email chain.

Behaviour in your email may differ from email client to client -- emails may appear in the same email conversation, but will typically appear as a new email thread.
 

 

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