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Customer Support Update, November 2021
Nov 19th 2021 product
At Algolia, we are always looking to provide our customers with the best experiences and support from our team. That is why we have been hard at work giving our ticketing system an upgrade that improves your experience and gets you the help you need more quickly.
We’re excited to announce that we’re rolling out some improvements to our Support services.
Keep reading to learn more about our most recent updates.
1. Federated Search
Our brand new Support center lets you search through Help Center articles, documentation, Community posts, and Academy content all in one place. The search also highlights the “best answer” from a semantic search standpoint.
Bonus: The Help Center features new FAQ articles. We’ll keep growing it based on your support requests!
2. Viewing current and past requests
The Help Center also has a place for you to view your past support tickets and submit new ones. Submitting tickets through the Help Center is the best way to make sure you’ve provided all the necessary information for us to respond to your request as quickly as possible.
Please note that you need to be signed in to your Algolia account to view your ticket history and submit new tickets. You can sign in from the top right of the Support Center.
Locked out of your account and need to file a request to get back in? Use this Account Access form.
3. Updated forms and policies
Speaking of making requests, we’ve updated our ticket request form to make sure we gather as much relevant information as possible on the first go.
Finally, we’ve updated our Support policies to make them clearer and more easily compare offerings.
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Solutions Engineer, New York
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