Improvements to Support - Converge Community
<main> <article class="userContent"> <h2 data-id="why-the-change">Why the change?</h2><p>As we continue to build our future as the OneTrust Ethics & Compliance Cloud, we are making some improvements to support and want to ensure that you</p><ul><li>continue to be able to send and receive support communications during this transition, and</li><li>understand what channels are available when you have a question and need support </li></ul><p>Our improved ticketing process includes an updated global support form, which will be live and available to all Ethics & Compliance Cloud customers starting December 5th. Our ultimate goal is to move to one, centralized support intake form, as it will ensure that required information is captured in a consistent format to help</p><ul><li>automate case routing to reduce the time it takes to get a first response </li><li>reduce back and forth or the need to reshare information </li><li>provide proper context for the team so they can provide value in the solution they offer</li></ul><h2 data-id="how-will-this-impact-me-as-a-customer">How will this impact me as a customer?</h2><p>Starting December 5th, 2022, the new global support form will be available on my.OneTrust.com and should be used as your primary way to submit support tickets. You will need to create an account to raise a case which will also allow you to view your open cases when logged in to your my.OneTrust.com account.</p><p>While you familiarize yourself with the new global support form, we will keep our existing support channels open but please note that we will begin to phase out the use of certain support channels, starting with the existing Support Case form located under Support at the top of the CONVERGE Community. </p><p>We will also have a new email address for support as of December 5th, 2022. Administrators and other users with elevated permissions who have questions will be able to email ethicssupport@onetrust.com to request help. Please note that we recommend submitting any new ticket through the new global support form on my.OneTrust for the most efficient and streamlined support experience.</p><h2 data-id="what's-not-changing">What's not changing?</h2><ul><li>You can still expect the same products and services you have grown accustomed to, and your daily operations will not change. </li><li>The <a href="https://converge.convercent.com/kb/articles/446-joining-the-converge-community-and-knowledgebase" rel="nofollow noreferrer ugc"><strong>CONVERGE Community and Knowledgebase</strong></a> will still exist and house information related to the Ethics & Compliance Cloud modules that live on the Convercent Platform. </li><li>The <a href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fmy.onetrust.com%2Fs%2F" rel="nofollow noreferrer ugc"><strong>myOneTrust Community and Knowledgebase</strong></a> will still exist and house information related to the Ethics & Compliance Cloud modules that live on the OneTrust Platform. </li><li>In-app notifications will still come from the <a href="https://converge.convercent.com/profile/convercent" rel="nofollow noreferrer ugc">@convercent</a>.com domain. </li></ul><h2 data-id="what's-changing">What's changing?</h2><ul><li>We are moving to a global support model as our team continues to integrate into the wider OneTrust support organization</li><li>Starting December 5th, 2022, communications from support will be coming to you from the <a href="https://converge.convercent.com/profile/onetrust" rel="nofollow noreferrer ugc">@onetrust</a>.com domain</li><li>A new global support form will be available for use to all customers on <a href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fmy.onetrust.com%2Fs%2Fhelptopics%3Fid%3D1%23support-ticket" rel="nofollow noreferrer ugc"><strong>my.OneTrust.com</strong></a>, starting December 5th, 2022 </li><li>This new form allows you to select which product you are using as well as the severity of your issue, for improved routing so we can get your question in front of the right team </li><li>When cases are created you will still receive an email, but it will now reflect OneTrust branding. </li><li>Before you raise a case using the new global support form, you will first need to create a my.OneTrust.com account </li><li>Creating an account also allows you to view your open support cases when you are logged in to your my.OneTrust.com account</li><li>support@convercent.com will now be for Reporting Parties only</li><li><a href="unsafe:ethicssupport@onetrust.com" rel="nofollow noreferrer ugc"><strong>ethicssupport@onetrust.com</strong></a> can be used by administrators or any users with elevated permissions who have questions and are unable to use our new global support form</li></ul><h2 data-id="suggested-next-steps">Suggested Next Steps</h2><div class="js-embed embedResponsive" data-embedjson="{"height":540,"width":960,"photoUrl":"https:\/\/embed-ssl.wistia.com\/deliveries\/628966d67048d88538308bc9ad872c70.jpg?image_crop_resized=960x540","videoID":"u118ddkw1y","url":"https:\/\/onetrustprivacy.wistia.com\/medias\/u118ddkw1y","embedType":"wistia","name":"Improvements to Support - How to open a ticket in MyOT","frameSrc":"https:\/\/fast.wistia.net\/embed\/iframe\/u118ddkw1y?autoPlay=1"}"> <a href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fonetrustprivacy.wistia.com%2Fmedias%2Fu118ddkw1y" rel="nofollow noreferrer ugc"> https://onetrustprivacy.wistia.com/medias/u118ddkw1y </a> </div><p><strong>1. </strong>Add the <a href="https://converge.convercent.com/profile/onetrust" rel="nofollow noreferrer ugc">@onetrust</a>.com domain to your company allow list to ensure our emails go straight to your inbox and do not get caught in the spam filter.</p><p><strong>2.</strong> Create an account on my.OneTrust.com if you haven't already. This will allow you to submit a support case and view open cases when you are logged into the myOneTrust portal.</p><p><strong>If you do not already have a myOneTrust account, follow the steps below to create one. </strong></p><p>Navigate to the <a href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fmy.onetrust.com%2Fs%2Flogin%2FSelfRegister%3Flanguage%3Den_US%26startURL%3D%252Fs%252F%253Ft%253D1587743884774" rel="nofollow noreferrer ugc">myOneTrust registration page</a>. Then enter the required details and click <em>Sign Up</em>.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6032280%2Fuploads%2FGQBRW54IPEZQ%2Fonetrust-sign-up-copy.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032280/uploads/GQBRW54IPEZQ/onetrust-sign-up-copy.png" alt="OneTrust Sign Up copypng" height="674" width="541" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>After you register, you will receive an email notification from <strong>support@onetrust.com</strong> with the subject line "<strong>Welcome to myOneTrust</strong>". You will want to click "<strong>Activate my Account</strong>" to set up a password. Please note that access to the community will be granted within 24 hours, however, you will have the ability to submit a support case immediately after creating your password. </p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fus.v-cdn.net%2F6032280%2Fuploads%2FET6VV0CT4LLA%2Fimage.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032280/uploads/ET6VV0CT4LLA/image.png" alt="image.png" height="853" width="855" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><strong>3.</strong> Once you have a my.OneTrust account, you'll want to click <a href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fmy.onetrust.com%2Fs%2Farticle%2FUUID-626e7c15-688f-2108-304b-10524ecc057f" rel="nofollow noreferrer ugc"><strong>HERE</strong></a><strong> </strong>to learn how to submit a case using the new global support form. </p><h2 data-id="will-the-platform-url-be-changing"><strong>Will the platform URL be changing? </strong></h2><p>The platform URL will not be changing until further notice. Customers can continue to use the platform URL they are used to, which is based on the location of the data center their instance is on: </p><ul><li>US: <a href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fapp.convercent.us" rel="nofollow noreferrer ugc"><strong>https://app.convercent.us</strong></a><strong> </strong></li><li>EMEA: <a href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fapp.convercent.com" rel="nofollow noreferrer ugc"><strong>https://app.convercent.com</strong></a></li></ul><h2 data-id="will-the-knowledge-base-or-community-url-be-changing">Will the knowledge base or community URL be changing?</h2><p>For the time being, we will also be keeping the URLs to our knowledge and community: </p><ul><li>Convercent Knowledge Base: <a href="https://converge.convercent.com/kb/" rel="nofollow noreferrer ugc"><strong>https://converge.convercent.com/kb/</strong></a><strong> </strong></li><li>my.OneTrust Knowledge Base: <a href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fmy.onetrust.com%2F" rel="nofollow noreferrer ugc"><strong>https://my.onetrust.com/</strong></a><strong> </strong></li><li>The CONVERGE Community: <a href="https://converge.convercent.com/" rel="nofollow noreferrer ugc"><strong>https://converge.convercent.com/</strong></a></li></ul><h2 data-id="i-am-interested-in-learning-more-about-onetrust's-trust-intelligence-platform-and-other-offerings.-how-can-i-find-out-more">I am interested in learning more about OneTrust's Trust Intelligence Platform and other offerings. How can I find out more?</h2><p>We recommend reaching out to your Account Manager to start a consultation and/or to book a demo. You can also visit the OneTrust website for an <a href="https://converge.convercent.com/home/leaving?allowTrusted=1&target=https%3A%2F%2Fwww.onetrust.com%2Fintroducing-trust-intelligence%2F" rel="nofollow noreferrer ugc">overview</a> of what we offer.</p> </article> </main>