How to contact Moveworks Support?

Customers can contact Moveworks Support by going to the My Moveworks support portal.

How to use the My Moveworks Support Portal?

1. Log in to My Moveworks.
2. Click on the Support tile.

Note: You may be asked to verify the email address if you are logging in for the first time. After that you will be able to login to the My Moveworks Portal with a one-time password.

Upon successful login, you'll be directed to the homepage which serves as your gateway to various self-serve resources like Community, Academy, Product Guides and Developer Guides.

If you're looking to check the status of your existing tickets or need information on past queries, utilize the search bar located at the top of the homepage. Simply enter relevant keywords or ticket IDs to find your tickets quickly.

Click on the Cases button to view, create and manage your tickets.

To create a new ticket, click on the New button and select the correct case type.

Fill all the Mandatory fields and click the Save button.

Note: Please leave the status as New.

Once the ticket is created you should be able to view the ticket under My Cases - Open.

How to report issues

To help us best troubleshoot your issue, please include the following in your ticket:

• Conversation ID (if applicable)
• Examples of the tickets the bot filed or was responding to when the issue occurred (if applicable)
• Email address of the user who experienced the issue (if applicable)
• Date and time of the issue
• Screenshots of the user experience
• Details about the expected results (Knowledge article details, Form name, FAQ item info , use case details etc)
• Any other useful information

Support issues will be handled based on Priority level, from Priority 0 - 3 , please find few example scenarios for each below:

Example scenarios for P0:

• Bot is down for majority of users
• An entire skill is down (Eg: Triage , Answers, Forms etc)
• Web portal is down (Eg: Moveworks for Web, EXI, Employee Comms)

Example scenarios for P1:

This includes scenarios where key features are not working as expected:

• Ticket creation is failing consistently
• Software provisioning is not working
• Key creator studio use case failing to execute
• Article/Form/File permissions not being respected by the bot
• Unable to publish Campaigns

Example scenarios for P2:

Bot remains functional but issues with performance impact, or features not operating as documented

• Bot is not returning an expected KB Article, form or software
• Bot missed to notify the user about an update
• Employee comms message failed to deliver to few users
• New KB/File/Form not being ingested
• Few users not able to chat with the bot
• Translation issues

Example scenarios for P3:

Non critical change requests:

• Add advanced configuration changes not supported via MW Setup

NOTE : Non Prod (Sandbox) issues will be considered as P2 by default

FAQs

Q: I am not able to see my active tickets in the new portal?

A: For existing tickets in Moveworks Trust portal that are not yet closed, users can continue to use the trust portal via Control Center > Support or Moveworks Trust portal to access and manage their tickets till July 31st, 2024. All tickets will be migrated to the new portal even if they are still active on July 31st, 2024.

Q: What happens to all the closed tickets that were created and closed in Moveworks Trust portal?

A: All historical tickets will be migrated to the new My Moveworks portal by July 31st, 2024.

Q: Can I still create tickets via Moveworks Trust Portal?

A: No, Ticket creation is disabled in Moveworks Trust Portal as of June 12,2024. All new tickets should be created via My Moveworks Support Portal.

Q: I am getting an error while trying to login to the new portal?

A: All Moveworks trust users should have access to My Moveworks Support portal by default.

But there is a chance that some users are not added as an external user during the migration.

If you receive the error no user found for email while logging in to the new portal, please reach out to the support team via [email protected] to get your account enabled in the new portal.

Q: Where can the user see the tickets that were created via email?

A: All email tickets are migrated to the new portal and users will be able to see the email tickets by selecting All Cases.

Q: How can I add attachments to the tickets?

A: Attachment addition as part of ticket creation is not currently supported. Users can create the ticket using one of the support case forms and once the case is created they can open the case and add the attachments as shown below.

Status Page

For live updates on the status of all Moveworks’ systems visit our Status Page at: https://status.moveworks.com.

You can subscribe on the Status Page to proactively receive notifications whenever Moveworks creates, updates, or resolves an incident.

Without subscription, contacts will not be on the notification list in the case of outages.

Options for updates:

• Email
• Text Message
• Slack
• Webhook
• RSS Feed