You may notice some changes over the next few weeks as we transition to a new customer support software platform. This will introduce new ways to contact us as well as format changes to the emails you receive. We are using Jira Service Management software from Atlassian. 

This page will keep you up to date with what is happening and the changes you can expect to allow you to recognise real communications.

New Channels

• Email
  • You can still contact us using email via dotpost@cfh.com. This will not change.
• Call
  • You can still contact us via telephone.  
• “Ask us a Question” 
  • this allows you to raise a ticket directly from the Contact Us page. 

Portal

There is a new customer support web portal.  This allows you to

• raise tickets whether this is a question, a problem or a suggestion
• see the status of all your tickets
• manage your tickets (e.g. respond or reply or close)

Using the portal is optional. 

If you wish to use the portal you will need to Sign up. You can do this by clicking the View Request button in any of the issue notifications sent to you via email. Simply follow the steps to sign up.  This is an Atlassian account covered by the Atlassian Privacy Policy and Atlassian Notice and Disclaimer. Links to these are available on the sign up page. 

The “finish signing up” email comes from customersupport (jira@cfh-software.atlassian.net).

Emails

The emails you receive from customer support will be formatted slightly differently. The email will come from dotpostsupport@cfh.com.

You will now receive an acknowledgement email once we have received your request. 

All of the notifications you receive from customer support will include a View Request button. This will take you to your issue within the Customer Support Portal.