We are introducing a new helpdesk system to improve our customer support

It was nine months ago that we started the process of introducing a new software system for our support team. Many parameters and details needed considering and adjusting to ensure a seamless transition from the old to the new. Now, we are very pleased to announce the upcoming launch of our brand-new support ticketing system in February 2018.

In a previous blog article, team leader Sebastian Knopp already provided some insight into the daily work operations of the mailbox.org support.

We frequently receive support tickets that contain common questions, where good answers can also be found in our knowledge base. We have improved our software to make this repository easier to use and search through, to improve how our users can find the information they need.

In the future, support requests can be made through our new dedicated web portal at https://help.mailbox.org. Upon starting to type the problem description, a list of potentially helpful knowledge base articles will be displayed to the user, which gets more and more refined the more information is provided. So, hopefully, a fitting answer can be presented right away if it happens to be in the knowledge base already. This might make raising an actual ticket unnecessary in some cases, which reduces the load for our support team. As a result, they will be able to react quicker and spend more time with the other cases that really require their attention.

Whenever a ticket is required, the improved workflow will enable us to help our users more quickly and more specifically. Also, references to existing helpful entries in our knowledge-base will be easier to provide for our support members under the new system.

Internally, our software development team has been working with a system called “Jira” for a long time, and the new customer support system is now also based on the same solution. The move away from “OTRS” towards “Jira ServiceDesk“ will make many things easier in the future. Ideas and problems can be exchanged more uniformly between end users, developers, and admins. Similarly, we will have a standardised channel of communication between the various units that may be involved in solving a problem.


To the point: How will the mailbox.org customer support work in the future?

There are three main contact points available for any questions concerning mailbox.org:


1. Knowledge Base


Our knowledge base is freely available and offers general information, definitions, background information, and answers to frequently asked questions.

Example questions:

  • How do I pay?
  • I have forgotten my password. How do I get a new one?
  • How to setup my e-mail client?


If possible, please take a few minutes and have a good look around the knowledge base to see if there is anything already that answers your query before raising a support ticket.


2. User forum


This forum is where mailbox.org users help each other. Over the previous years, many different issues have been discussed, and a variety of tips and solutions to individual problems published here.

If you experience a problem or have a question, have a quick look if this was previously discussed here and if not, then feel free to ask your question in the forum. Use your account credentials to log in to the user forum.

The user forum is also an excellent source of information for individual questions concerning the use of third-party software in connection with mailbox.org. Due to the huge amount of external software in existence, we are unfortunately unable to provide specific support for all these solutions, so the user forum is your best bet for information and advice.

Our staff members are trying to keep an eye on what is going on in the user forum and will sometimes engage and help with issues whenever their time permits. However, please be aware that staff participation in the forum is entirely voluntary. The forum is not part of our official support processes and any cases discussed here will not be tracked systematically.


3. Technical support


Log in to the support system using your mailbox.org main e-mail address and password. Here, users can get directly in touch with our technical support by filling in a web form, in case a query cannot be resolved through existing answers in the knowledge base or the user forum. Please note that this support channel can also be used if the mailbox.org e-mail account is currently unavailable. The knowledge base is also integrated in the support system for convenience.


We hope that our users will benefit from the new helpdesk system in the future and find any information and advice they require a lot easier than before. In the upcoming weeks, we may still need to perform some last-minute tweaks and optimisations, and possibly even remove a bug or two before everything runs smoothly. Therefore, we hope for your understanding should something not work as intended from the start – our team also needs to learn and adapt as the new helpdesk system becomes integrated into their everyday work. Any feedback our users give us will be greatly appreciated!

Your mailbox.org team