We are pleased to announce that on March 28th Contegix will be implementing a new tool within our support operations. For some time now we have been developing a new support ticketing system that will function as a core component of our day-to-day support activities. While it may not always be apparent to our customers, there is a great deal of activity that takes place behind the scenes that allows our technical engineers to continue to provide the high quality of support we promise our customers. We currently utilize an off the shelf product that has served us well for several years but, unfortunately, still left us with some operational inefficiencies. As a company dedicated to high quality customer care we wanted a ticketing system that would meet our unique demands with the utmost efficiency.   Therefore, we decided to build our own. We are now prepared to introduce the spoils of the time, effort, and dedication we have exercised in building our own application.  We call this new tool Noctane.

As a company we knew we needed a support ticketing application built around our version of technical support. We did not want to buy an application and adjust our support vision to that application. We enlisted our partners at Relevance to assist us in taking our vision of a support ticketing application from idea to final product. I would personally like to thank the team at Relevance for their continued efforts in helping Contegix develop Noctane from concept to actual reality. We would not be launching Noctane on March 28th without you.

Our first release of Noctane will allow Contegix technical engineers to be more efficient in our handling of your support requests and provide us better up-to-the-minute visibility of each active support request we have for our customers. We are confident these new tools and the efficiencies they will bring will only be a benefit to our customers and the overall Contegix support experience.

We will continue to expand on this first Noctane release both for our internal use and for our customer’s use. We are currently conducting development on a customer support portal that will be a key component of Noctane. This will provide our customers a new way to access Contegix Support and provide you more insight into your support issues with us. We are excited to introduce this new feature to our customers later this year.

The change on March 28th will have little to no impact on our customers. The migration process from our current support ticketing system to Noctane will not create any delay in the responsiveness to which customers are accustomed. We have taken all the necessary precautions and completed due diligence to ensure there is no impact on our normal support operations on the 28th.

There will be a few minor changes starting the 28th:

• Contegix ticket numbers will now have six digits instead of five (CNT-20100311.123456)
• Any open support issues on March 28th that are active at the start of the migration will be manually migrated and will receive a new ticket number; however, the old, five digit, ticket number will still be present
• Any support issues that were previously resolved prior to March 28th that are reopened will also receive a new ticket number

We are excited to implement Noctane into our support operations and excited to continue to provide industry leading technical support to all of our customers.

Thank you,

Jason Smith
Director of Client Services