The past few months have been really exciting for the team at Nimbox, experiencing rapid user growth and geographical reach. People all across the world are using our products to protect their privacy, and to make their lives easier.
But with the rapid growth in users, a rapid increase in support requests soon followed.
Our team work very hard to make our support channels irrelevant — we believe in making products that are robust and easy to use; but, we do realise that sometimes things go wrong, and when they do, you want a fast resolution.
Previously when you emailed into Support we would track your issue manually, in an Exchange mailbox. This isn’t ideal. It makes all of our lives harder, and it takes longer for us to help you.
Today we moved our support functions onto a dedicated help-desk and ticketing system, provided by Zendesk. This new system will allow us to track, respond to, and fix your issues much faster than before. Ultimately, this means a better service for you.
What about my privacy, we hear you ask!
Careful thought went into the decision to move our support function to Zendesk’s platform. After many meetings drawing out the pros and cons of hosting it with a third party, we decided that the risk to client data was minimal.
We came to this conclusion for a number of reasons, the biggest of which being that the risk matrix is essentially still the same as before. Even if we continued to provide email support on our own platform, the emails would still be subject to interception as they travel across the internet.
Of course, if you want to have a support conversation via encrypted email, you can always follow the instructions on our Vulnerability Reporting page.
What will change?
Longer term, we will be introducing an online portal where you can log-in, view and respond to tickets that you have created.
If you have any concerns or questions about our new support channel, get in touch!
Thank you for your continued support (pun intended).