Changes to Support Resources for Clients
In July 2008, we announced the acquisition of Kintera and affirmed our commitment to continue providing exceptional customer service. We understand the important role our software solutions play in helping you fulfill your mission, and we are pleased to extend additional support benefits to your organization.
You will now be able to create new cases (i.e., tickets) and manage existing cases online using Case Central, Blackbaud's secure case management tool. The General Inquiry option will take you directly to Case Central where you can submit your question or issue. We'll automatically prioritize your case by creation time and severity so you'll receive assistance in a timely manner from the next available analyst. Existing cases in the current customer support system will not be immediately available on Case Central but will be added initially on a as needed basis and long term we will work to transition additional cases.
Below are some examples of what product to select on Case Central
FAQs
Will I have access to cases created previous to the move to Case Central?
Existing cases in the current customer support system will not be immediately available on Case Central but will be added initially on a as needed basis and long term we will work to transition additional cases.
What hours of operation are available for Case Central?
Our online resources are available 24/7
Will my current Customer ID be the same as the new Site ID needed to access the support resources on www.blackbaud.com?
The numbering system for the Site ID requires that a new number be assigned. You will receive an email in the next couple of weeks providing your Site ID and instructions on how to access the support resources.
Which contacts at my organization will be able to access the new support resources?
We will be exporting all contacts at your organization currently tracked. Your organization’s site administrators have special rights to invite new users, approve users’ role requests, and remove users’ associations with your organization from our records. Your site administrators will be listed in the Default Organization Information section of your profile. There is no limit to the number of site administrators your organization can have.
Will my users/donors be able to access support resources?
Many of our resources are benefits of your maintenance plan so access is limited to employees and consultants for your organization.
Why do I have to login to access the support resources?
Many of our resources are benefits of your maintenance plan
