Over the past year, we have been strengthening our global support with new processes, structures, and tools in order to provide you with the best possible support. Whether you’re using Vista Classic or have taken the journey to Vista Cloud, Vista is endeavouring to continually provide and improve upon the best support we have to offer.

Today, we’re walking you through some of the latest changes to our support and how they benefit you most of all, including:

• Adopting a ‘Follow the Sun’ support practice
• The launch of Zendesk for support ticketing
• Redesigning and enhancing the Vista Help Centre

Follow the sun

One of the many challenges of providing great support around the globe is the simple fact that we live and work across many different time zones. With clients needing support across every region we service, we sought to adopt to a follow the sun operating method — meaning as the sun sets across the Americas, it’s rising across Asia Pacific, and our support teams are doing the same.

Vista, Veezi, and Movio US are now certified under the EU-US Data Privacy Framework for personal data. This has been an important step towards delivering this follow the sun operational strategy, as our US support and services team will now soon help serve our EU, UK, and Swiss clients when needed.

In the months to come, we’ll be piloting this new operating method, providing support around the world at all hours as our support teams pass the baton across time zones over the course of the day. With a global support team following the sun, we can provide more coverage for your support needs.

Zendesk support ticketing

Implementing the right tools has been another important part of how we continue to provide our clients with the most efficient and effective support. One tool that has provided great benefit to both us at Vista and to our clients has been Zendesk, which we completely migrated our support to in November.

The Zendesk platform offers world-leading functionality, reliability, and a great user experience to underpin our support processes. By partnering with Zendesk, we are able to reduce pressure on our support and engineering teams, align our global processes, and gain better insights on support tickets.

Making the global migration to Zendesk took great effort from our teams, but it has empowered us to achieve all manner of things; improving our communications, enabling self-service support options with the Help Centre, increasing efficiency with automation, enhancing our reporting, and making tactical adjustments to continually improve the experience we provide.

Now, we see new opportunities to leverage other technologies and integrations to improve our support response and resolution.

Vista Help Centre

Alongside these new tools and processes, we have redesigned the way we create content for the new Vista Help Centre, making our information more helpful, easier to digest, and highly searchable.

When logging a ticket, based on the subject matter of your support issue, Zendesk will suggest articles which may have the answer for you, saving you precious time and enabling tickets to be solved faster as the Help Centre becomes more robust.

Always refining, continually improving

By constantly keeping our eye on the metrics of our Help Centre and Zendesk support performance, both through your feedback, helpfulness ratings, and metrics of activity, we can actively identify areas for improvement to keep continually improving the support we provide.

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