We’re making some big improvements to how you get support from Divi Engine.

As part of this, we’re moving away from Jira/Atlassian and over to a new support system powered by FreeScout.

But the important part isn’t really which helpdesk software we’re using.

It’s that getting help from us is about to become a whole lot easier.

Why are we moving away from Jira?

Jira is a powerful platform, but for what we need, and, more importantly, for what our customers need – it has become overkill.

Over time, there were a few things that increasingly got in the way of providing a simple support experience:

• It could feel clunky for something as straightforward as asking for help.
• Customers had to register and maintain another login.
• Our support team couldn’t easily see relevant Divi Engine account and licence information.
• This meant we sometimes had to ask you for information you’d already given us.
• Conversations didn’t always feel as natural as simply sending an email and getting a reply.

We wanted to simplify all of that.

Introducing our new support experience

Our new support system brings together AI-powered help, email support, your Divi Engine account information, and your support history in a much more useful way.

The goal is simple: less admin, less repeating yourself, and faster access to the help you need.

Start with our new AI chatbot

You can now start a conversation with our AI chatbot. Just click the chat icon in the bottom-right corner of our website to get started.

From there, you can ask our AI assistant questions about our products and documentation, get help with a technical issue, ask a pre-sales question, or contact our support team.

If the AI can’t resolve your issue, you can continue the conversation with our support team directly. There’s no need to hunt around for the right support form or log into a separate helpdesk – the chat is now your starting point whenever you need help from Divi Engine.

Unlike a generic AI assistant, it has access to knowledge from our documentation, products, and support resources, so it can help with Divi Engine-specific questions. We will constantly be improving it so any feedback is welcomed.

You can use it to:

• Ask questions before purchasing a product.
• Get help with product and technical questions.
• Find relevant information from our documentation.
• Contact our support team when you need a human.

For many questions, you’ll be able to get an answer immediately without needing to open a support ticket at all.

And when you do need our team, you can continue into support.

Less time explaining who you are

One of the frustrations with our previous setup was repeatedly having to provide information that we should already know.

We’re improving that.

If you’re logged into your Divi Engine account when contacting support, we can automatically associate useful account information with your request.

That makes it much easier for our support team to understand which products and licences are associated with you without asking you to provide the same information every time.

If you’re not logged in and want to ask a support question, we’ll simply ask for your email address so we can identify your account.

No more repeatedly sending the same support information

We’ve also improved how we can securely associate useful information with your support history.

For example, sometimes troubleshooting requires you to provide information such as WordPress admin access or other details our support team needs to investigate an issue.

Previously, you might have had to provide that information again when opening another ticket.

Our new system makes it much easier for our support team to find relevant information you’ve previously provided across your support conversations, so you don’t have to keep repeating yourself.

That means less back-and-forth before we can actually start helping you.

You can do it all through email

Another change we’re particularly happy about is that you don’t need to log into a separate helpdesk just to have a conversation with us.

Support works naturally through email.

Send us your question, receive our response, and reply as you normally would to any other email.

No separate Jira account. No unfamiliar support portal. No jumping between systems just to reply to a ticket.

Prefer a support portal? You still have one.

While you don’t need to log in to manage your support conversations, we know that sometimes it’s useful to see everything in one place.

If you’re logged into your Divi Engine account, you can view your support tickets from the My Tickets section of your account:

This gives you one place to see your conversations with our team whenever you need them.

What happens to my existing Jira tickets?

We’re not migrating existing Jira tickets into the new support system.

Instead, the existing Jira system will remain available for a period of time so that previous tickets can still be accessed while we transition.

All new support conversations will move to the new system.

A simpler way to get help

Ultimately, this change isn’t really about moving from Jira to FreeScout.

It’s about removing unnecessary barriers between having a problem and getting an answer.

You shouldn’t need to create another account just to ask us a question.

You shouldn’t need to repeatedly tell us which products you own.

You shouldn’t need to provide the same information every time you contact us.

And you shouldn’t always need to create a support ticket if the answer is already sitting in our documentation.

With our new support system, we’re bringing AI assistance, our support team, your account information, and your previous conversations closer together.

We’re excited to get it into your hands – and, as always, we’d love to hear what you think.