Moving to a new Customer Support platform

Welcome to the Forum! Memrise Announcements
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Hi all,

This is to let you know that we’re in the process of moving to a new Customer Support software.

We’ve already started phasing out Helpshift (the platform we’ve used until now) and our web and mobile products are already redirecting you to the new platform (Zendesk), so you don’t need to do anything differently if you want to contact us in Support - just follow the links you find on the website or in the app. :slight_smile:

However, just a heads-up that our Helpshift FAQs page, as well as the email address you’ve been contacting us on until now, will be deactivated on 15 December 2020. This means that if you try to reply to an old conversation you have with us, or if you try and visit any of our FAQs via an old link, you will see some errors after 15/12/2020.

How can I contact you after 15 December?

If you want to read our FAQs or you need to contact us, from now on please submit a request via our new and improved Help page - https://memrise.zendesk.com/hc/ > Submit a request at the top, or within the app as usual.

What happens if I have an open conversation that hasn’t been solved yet?

We’ll try and resolve all open conversations before the cutoff date. If this is not possible, we’ll let you know how you can move the conversation over to the new platform. If you want to submit a new request, please do so via Zendesk.

Please rest assured that apart from using a different URL, your experience when contacting us will not change. Switching to the new platform will improve how we do things internally, which will help us help you a lot better. :slight_smile:

For now, I have a couple more heads-up:

  • If you receive an error while trying to browse our FAQs in the app after 15 December, please ensure you update the app to the latest version (2.94_25013_memrise for Android / 3.2.17 for iOS). This will ensure you are redirected to the new help page after the old one goes offline.
  • If you usually reach our Support page via a search engine (e.g. by googling ‘Memrise support’), you might still see the old help page at the top of the results for a few more days. This will be fixed on its own as soon as the search engine you use indexes the new help page. To avoid this, simply visit the new URL directly.

If you see anything that is not working as expected after 15 December 2020, please leave a comment here and we’ll fix it.

Best,
A.

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@DW7 - I don’t think this change will affect the forum. It relates to the FAQ area on the Memrise website and apps, and the ‘Submit a Request’ feature that is accessed from there.

The new format is already up and running if you go there from the usual “FAQ & Help” link in the footer on the Memrise website.

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@DW7 Please rest assured that our community forum will still be hosted on this platform. As @alanh mentioned, the changes will only affect our FAQs and Contact us page. :slight_smile:

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