Dear Exym Customers,
On March 2, 2026, we will consolidate our existing support environments into a single unified platform. This enhancement will provide a more streamlined and scalable support experience.
What to Expect
- No interruption to active support work
- Your existing Help Center URL will continue to work
- You will continue to access and manage tickets same way you do today. If you manage your tickets through Help Center profile, you may notice other login options at the sign in screen but please disregard those and proceed to log in the same way you always did. You may have to reset your password. If that happens just use the "Forgot Password" link.
- All open and historical tickets will remain available
-
No action is required from you
Ticket Number Changes
As part of this consolidation, ticket IDs from legacy systems will be re-numbered.
- Existing tickets will receive a new reference number
- You may receive an automated notification reflecting the new ID
- Our team will maintain a mapping of old and new ticket numbers
- If you reference an old ticket number, we can still locate it
- There is no need to resubmit tickets
Communication
If you work with us via email:
- Email threads will continue to function normally
- Replies after March 2 will reference the new ticket number
- Please reply to the most recent message in the thread
- Avoid forwarding older ticket emails to start new conversations
What Is Not Changing
- Support contacts
- Service levels and response times
- Escalation processes
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Request submission methods
We do not anticipate downtime, and support operations will continue throughout the transition.
If you have any questions, please submit a support ticket or contact your Customer Success Manager.
We appreciate your partnership as we make this improvement.
Sincerely,
Your Radicle Health Exym Support Team