With a new helpdesk, we will be even better equipped to meet the needs of our customers from fall 2021. Find out more here.


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What will change with the migration to a new helpdesk?

First things first: the changeover of our helpdesk will not change our fast and qualified services and support. On the contrary, our new helpdesk will be even better aligned with the needs of our customers.


The changeover involves a technical reboot, i.e. access data and all tickets will not be transferred. Existing tickets have been archived and will remain available for a transitional period. We have described the implications of this for you here.


  • If you have not yet created any support tickets, you do not need to do anything.
  • If you have already created support tickets and therefore have a chemmedia support account,
    • you can log in to the new helpdesk by resetting the password. 
    • you can view archived tickets as described here.


How can I log in to my user account?

Your security is important to us. Therefore, no chemmedia employee has access to your login data. During the system changeover the user accounts were taken over. However, it is not technically possible to take over your personal login data. 


To log in to your user account, you need to do the steps below:

Reset your password by selecting "Forgot your password?" on the login page, entering your email address and clicking "RESET MY PASSWORD". You will then receive an email describing the further procedure.


Why did I receive a activation e-mail?

You may receive the activation e-mail when 

  • you open a new ticket or 
  • reply to an existing ticket for the first time after the changeover or
  • one of our service agents invites you to the new helpdesk.


What do you have to do?

Activate your account by clicking the link in the email and confirming your personal account.


How can I view archived tickets?

Tickets that you created before the transition have been archived. They can be viewed in the archive for a transition period. 


To open archived tickets:

  1. Open the archive at https://chemmediaold.freshdesk.com/ 
  2. Log in with your previous personal credentials, such as your email address and previous password.
  3. Switch to your tickets and use the search function with the previous ticket ID of the archived ticket.


Can I reply to archived tickets?

Yes.


You can reply to an archived ticket via email and reach our support staff as usual. It will then be created as a new ticket in the new helpdesk.


What happens when I reply to an archived ticket?

If you reply to an archived ticket, it will not be known in the new helpdesk. A new ticket will be created automatically and you will receive an email confirmation.


Additionally, if you do not have an activated personal account in the new helpdesk at this time, an activation e-mail

for your account may automatically be sent to your address. 


Can I still view all tickets of my organization?

Yes.


If you already had access to all tickets of your organization before the changeover, this setting has been adopted and you can continue to view all tickets.


How do I get more information?

Email us as usual at our support email address and we will be happy to assist you.