Freshdesk to Riskonnect Success Portal (RSP) FAQs

What is the main reason for this change?

Will I continue to receive the same level of support after this change?

The current ticketing system we use here at Camms is now aligned with the Riskonnect ticketing system. You will still experience the same 24x7x365 support service; however, the submission of these tickets will be through a different system—the Riskonnect Success Portal (RSP). The RSP portal is configured on the http://Salesforce.com platform.

Will all ticket types be migrated?

Yes, all ticket types from tickets logged from the 1st of January 2024 will be migrated (both Open and Closed).

Will the ticket types remain the same?

Current

Future

Issue

Something was working, and now it has changed or stopped working.

Question

General Support/Basic Assistance on 'How To'.

Modification

Consulting, Training, Change Request.

Enhancement

Enhancements need to be logged with support and will be entered into the product enhancement portal after assessment.

Camms.College

This will be moved under the 'Product' dropdown for the relevant case type.

Service Request

Consulting, Training, Change Request.

How many tickets will be transferred?

All open tickets as of Friday, 28th February, and all tickets (open and closed) created since 1st January 2024.

How do we access our old tickets that were not transferred?

Camms can provide an Excel extract of all cases logged prior to 1st January 2024, upon request. If you'd like an extract of old tickets prior to 1st January 2024, please email support@cammsgroup.com before 28th February 2025.

Will all attachments be transferred?

Yes, the initial attachment load will be completed for open cases, followed by closed cases.

Will all of our current Freshdesk users also get access to the new RK Success Portal?

Camms will provide access to admins who will log tickets. Camms recommends giving access to users who are required to log new tickets in the system (i.e., 2 to 5 users). Please note that RSP will have a function to copy interested parties for notifications related to tickets.