Flexera Community   has become an integral part of the Support experience, providing our users a single place to get information and find solutions to issues with Flexera products. Strong leadership is required to build on our current success, and I’m thrilled to announce the following changes to our Flexera community leadership. Chris Grinton, Sr Director Customer Experience, will be providing the strategic vision for Flexera community. Chris’ extensive record of success helping customers solve business problems, his focus on the customer experience and his presence on Flexera community combine to make him a natural choice to drive Flexera community into the future. Austin Grimes has joined Flexera as Community Manager. Austin describes himself as “customer obsessed,” and has a passion for helping connect customers with solutions. “Community is a powerful tool for helping the many,” says Austin, “and for getting grounded in the customer experience, to see what customers truly care about. Community is a great place for empowering peer-to-peer engagement, delivering solutions and building trust with our customers.” I’m thrilled to have both contributors focused on community. Congratulations to Chris and welcome to Austin! These are exciting times for Flexera, our customers and the future of our community. ... View more

At Flexera, we take our employees' well-being seriously. As a result of the current global situation, we have decided to provide a company-wide day off to allow our employees a long weekend to rest and rejuvenate. We will be closed for a short break on Friday, March 5 for Flexera Day. During this break, our Support Team will not be available as normal, however we will be monitoring our systems for new critical cases and will respond appropriately. In addition, we will ensure all currently open critical and high cases are current. Our Flexera Support Engineers are the most important part of our success within Support. This long weekend will help us come back with even greater motivation to continue providing high-quality services and experiences to our customers. Thank you, Kimberly May VP Support Services   ... View more

As we continue to modernize and improve Flexera Support offerings, we are happy to announce that our new Chat feature has been launched.  We are very excited to offer Chat and we are taking careful and thoughtful steps to make sure its a success.  Subscribe to this post to receive updates as we continue to update and change our Chat service. Our plan for Chat will start with the basics; a simple live chat feature.  In the beginning support  chat will be active for only a few hours a day while we analyze activity and ensure we can manage the traffic properly.  Once we have gained confidence in our system and traffic management, we will increase our availability to include local business hours. We will strive to resolve cases within the chat, however, when we can’t we will create the case for you.  The chat transcript will be added to the case and you will receive a notification that a case has been created and updated.  From there we will assign the case to the appropriate person to resolve. To access the chat, you’ll need to be logged in to your community account. If you haven’t created an account in our community, you can do so now by clicking the Sign in option located in the upper right-hand corner of the page and then select the option to create an account. On this page, create a new account using your business email address. Once your account is created, and it’s properly linked to your company, you’ll have the ability to access our chat feature. ... View more

You’ll soon have a better way to reach Flexera support on the phone. As we continue to invest in enhancing the support we provide, we’re excited to let you know that  we’re upgrading our support phone system on July 8 .  To learn more about what changes are coming and what you need to know, please read the detailed information below.    When can I start using the phone numbers?   The new numbers will become available on July 8. Although we’re anticipating a smooth transition, we’ll be porting our legacy phone numbers throughout July 8, so there’s a slight possibility of brief interruptions in service. To receive the best service and avoid interruptions, we strongly advise you to use the new numbers.   Where can I find the new support phone numbers?   To access our new numbers, visit the Flexera Community and select the Get Support tab located near the top of the page. From this dropdown, select Contact Information. You’ll find a list of our new support numbers on this page ( cli c k here )  The numbers are also listed below:    Region   Flexera   North America   +1 877-279-3781   Europe   +44 800 047 8643   Asia/Pacific   +61 1800 560 584   Japan   +81 3-4540-5335     What to expect when you call   During local business hours:   You’ll hear a greeting    Your call is directed to the queue   A Flexera engineer answers your call   The engineer assists or transfers you to the right resource   After hours or if no agents are available: you'll be transferred to our voicemail after a 5-minute wait   How long will the old numbers work?   The legacy phone numbers will remain active for the next three months, until  Oct. 14, 2019 .     Thank you for being a Flexera customer! Kimberly May, Vice President Support Services ... View more

There is good news for all of you who use support through the Flexera Community. As of this last weekend, you have access to the case management portal features you’ve come to expect. I appreciate your patience during this transition. Back in April, I wrote an update to keep you in the loop about all the hard work that was going on behind the scenes to bring the case management portal to 100 percent. Since June 1, you have:  Capability to view all transitions on your case, including email and comments in-line as they were received Ability to search based on case number View and sort on all case variables, including severity and status Change severity on closed cases to reopen Option to close a case from the case screen Timestamps for all case activity will be visible Improved format and page layout During the next week, we would like to gather feedback on the new capabilities. Please share any requests for support portal enhancements below.  Many thanks to the Support Team who worked this weekend to test and to community members @pennym  @jaalstead  @EHacking @bmaudlin @mark_robinson  @Tooling42  @chirag_sharma2 @dmathias @vinod_jadhav @john_a_price for the  feedback that was vital in making the portal better. These conversations helped us design a solution that will improve the experience for all community users.  Thank you for your patience through this process to reinstate features and, more so, thank you for being a Flexera customer.   Kimberly May, Vice President Support Services   ... View more

Hi there! We are so pleased you have visited our new customer community! Our launch of the Flexera Community on April 8th has largely been a success. We’re filled with excitement as we watch Flexera customers log in and explore the exciting opportunities offered by our new progressive community platform. There is one area where we could have done better. Due to the complexity of the Flexera support case management system, we were unable to offer the depth of functionality our My Cases previously offered. This has been a difficulty for some customers, and for that I sincerely apologize. Here's the good news–we’re bringing back the old page. This change will restore all the features you’ve come to expect. Our community team is already working to transition the functionality to the new site, and we expect delivery in May. Here's what to expect in May: Ability to view all transitions on your case, including email and comments in-line as they were received Ability to search based on case number View and sort on all case variables, including severity and status Change severity on closed cases to reopen Option to close a case from the case screen Timestamps for all case activity will be visible Improved format and page layout Thank you for being a Flexera customer! Kimberly May, Vice President Support Services   ... View more