Rancher Support Migration - Frequently Asked Questions

Dear SUSE Rancher Customer,

This page is specific to customer users who are being migrated from the Rancher Support system on Zendesk to the SUSE Customer Center (SCC).  This page is intended to answer some of the Frequently Asked Questions our team has received about the migration process.  We hope this gives you and your team some additional insight into what is changing and what is not changing.  

Will Rancher Support be available during the maintenance window for this migration?

Yes.  During this migration, our support leadership team will be monitoring an email address for any customers that are in need of immediate assistance.  If you find yourself in need of assistance please do not hesitate to email us at RancherSupportNow@suse.com.  From here our team will assess the issue and work with you for resolution. For customers with accounts already in SCC, during the migration, you may continue to interact with our team through SCC.  For any customers that do not have SCC accounts (please don't create one until you are advised to do so), please use the RancherSupportNow@suse.com to interact with our team during this migration, especially to log Sev1 cases.  Once the migration is complete, SCC will be the new system moving forward and how our teams interact.  

What will happen with my existing tickets in Zendesk after this migration?

Ensuring the historical context of your account is important to us.  During the migration, our team will be working to ensure that all of your historical (closed) tickets are migrated.  Additionally, we will work to ensure that each of the tickets that we are currently working on is migrated.  During the migration, you may see a new ticket (in the new customer center) that informs you that your previous Zendsk ticket has been migrated to a new SalesForce ticket.  This new ticket will contain the history of that open/working ticket.   

What will happen to our existing user accounts in Zendesk after the migration?

Because we are migrating to a new CRM, each user will need to register for a new account (directions for registration will be sent in future communications). Each of the users that is currently active in Zendesk will be receiving the same messaging that contains the instructions on how they may create a new account in the new system. In the new system, the creation of new accounts is now able to be done by users on the account that have administrator permissions.  Each of these users will be able to invite users and set the level of permissions for those users.

If a user in your team either doesn't receive information on how to create a new user account or if you simply want to add a new user that did not exist in Zendesk, your account administrators will be able to take control of the account invites.  The process of emailing us with Register in the subject will not work, so an administrator will need to be contacted to create the accounts moving forward.  

How will I access the Knowledgebase articles found at support.rancher.com?

During this migration period, we have set all the support documents to be viable by anyone accessing the site, this site no longer requires an agent login.  Our team is in the process of migrating these articles to suse.com. Once the migration of articles is complete, they will be accessible at https://www.suse.com/support/kb/ Once our team has cloned all of the articles we will place a redirection on the support.rancher.com page informing you that all of the documents have been moved.  

May I continue to open and update tickets via email?

No, post-migration, it won’t be possible to create a new ticket (support case) by email.  After the migration, this email address support@rancher.com will not create new support cases.  It will be monitored by our team and there will be an automated response to emails sent to this address on how to create a new support case.  While we will continue to monitor that mailbox and offer help on best effort, we request that you create a new support case via the SCC portal.  Creating a ticket through the portal will ensure that our engineers are aware and able to assist more quickly.

What will happen if I already have a support contract with SUSE, separate from my Rancher account?

For customers that have a service account with both, we are working to ensure that the entitlements are maintained.  If you already have an account where you are accessing your SUSE entitlements there is no need to create a new account, the (SUSE) Rancher entitlements should be added to your existing account with no issue. After the migration, if you find this not to be the case please email your Customer Success Manager or your Services Delivery Manager.  If you have users that you want to 

How will I know if the migration is successful or failed?

Leading up to the migration and on the day of the migration process our team will be sending out messages, when appropriate, to keep you apprised of the process.  If the migration is successful, our final message will let you know that and will include steps for how you and your team may set up your new accounts in the new customer center. If the migration is unsuccessful, our team will let you know as well.   If the migration is unsuccessful, nothing will change with your current support and you will continue to use Zendesk.  We will then continue to work on another try to migrate  

What if I have issues with my SCC account after the migration occurs?

If there are issues you should first check https://suse.okta.com/help/login.   If you are having a password or username issue please visit https://suse.okta.com/, select “Need Help signing in?”, and complete the steps that work best for you.  If neither of these resolves your problem and you are still unable to log in our team will be available to assist with any other issues. Please email your Customer Success Manager and/or RancherSupportNow@suse.com.