Using the New Tivian Support Portal – Discover XI Support

Are there changes in how to contact Support for Tivian?

Yes. There will be a new Support portal URL to log tickets and manage all active requests. Please find the details below:
Support Portal by product:

Communicate Xi: https://communicate-xi-support.zendesk.com/hc/en-us
Discover Xi: https://discoverxi-supportdesk.zendesk.com/hc/en-us

ℹ️: click on the below images to enlarge them in case you need a better view.

How do I access the support portal?

Please go to CXi or DXi portal (links above)
Click Sign In at the top right corner of your screen or use the Sign In option from the banner

What if I used to have a user accounts in the previous portal?

If you are a user with existing credentials in the previous support portal (based on JIRA), you can log in with your usual email address after resetting your password by clicking on the “Forgot my password” link and following the instructions below after landing on the portal:

What if I never had an account in the previous portal?

If you are a new user, you can find the "Sign Up" option after clicking the “Sign In” button on the CXi or DXi portal at the center of the screen/top-right section of the screen.

Please enter your email and follow the sign in link to create your password or you can Sign in with Google as well.

How do I create a ticket?

After signing in, click on the chat icon in the bottom right corner or select "Contact Us". A banner for ATLAS will appear; click on "Start Chat" to initiate a session with ATLAS.

This will open a window for ATLAS chat, where our AI, specialized in DXi and CXi, will assist you with your questions and issues.
If ATLAS cannot resolve your problem, it will conduct an initial triage and gather relevant information before transferring you to an agent or creating a ticket, enabling us to assist you more efficiently.
While you have the option to raise a ticket directly with the help of ATLAS chat, we encourage you to interact with ATLAS first to ensure that the necessary information is collected, helping our agents address your issue more effectively.
- Please review Getting the most out of Discover XI ATLAS Support Chat for an optimal ATLAS chat experience.

What happens if I have an open ticket?

After the migration to the new system all previously open/pending tickets will be moved and assigned a different ticket ID for better tracking purposes.

After signing in to the Portal you will be able to see all tickets created by you post clicking the “Requests” button.