Our modern customer service portal is online and already being used by many customers. It provides a more streamlined way to contact us and gives us a better foundation for adding features as customer needs evolve.
You can use it now at service.adiscon.com.
The legacy system has served us for many years, but it lacks functionality we need going forward. We are therefore moving customer service to the modern portal in phases. You can switch to the modern system whenever you are ready, and we recommend doing so as early as possible.
What you need to know
- New requests: Please use the modern portal. Starting November 28, 2026, you will no longer be able to open new tickets in the legacy system.
- Existing tickets: You may continue an existing conversation in the legacy system during the transition, or switch it to the modern system by replying to the ticket there.
- Legacy shutdown: Migration and shutdown may take place at any time in early December, depending on operational findings. We do not intend to keep the legacy system operational beyond December 15, 2026.
- Ticket history: We provide interim snapshots in the modern system. We aim to refresh them daily, but the timing is not guaranteed. All content will be included in the final migration.
- Email: Until November 23, service@adiscon.com continues to handle email replies to legacy tickets. Starting November 23, 2026, all messages sent to this address, including replies to existing tickets, will go to the modern system. We expect only a limited number of existing tickets to be affected. You can also contact the modern system through the portal or by emailing support@adiscon.com.
Frequently asked questions
How do I access my account in the modern portal?
Most legacy accounts should already exist in the modern system, but your old password will not work. You must set a password for the modern portal:
- Go to the modern service portal sign-in page.
- Choose the password reset option.
- Enter the same email address you used in the legacy system and follow the instructions sent by email.
You can also submit a question through the modern portal without signing in.
Can I continue an existing ticket in the modern system?
Yes. We provide interim snapshots of legacy tickets in the modern system. If you reply to an existing case in the modern portal, continue that conversation there.
The two systems operate independently. Activity in the modern system does not update the ticket in the legacy system, and a snapshot may not reflect the latest legacy activity. We aim to refresh snapshots daily, but the timing is not guaranteed.
We recommend switching to the modern system as early as possible and avoiding parallel conversations in both systems. During the transition, you may continue older cases in the legacy system until you decide to switch them.
What happens to my existing tickets?
All content will be included in the final migration. After the switchover, the legacy system will no longer be operational.
We also intend to preserve legacy ticket links as far as possible. Some links may be subject to limitations for security reasons.
Can I still use the legacy system?
Yes. The legacy system remains available for existing cases during the transition, but new tickets cannot be opened there starting November 28.
From November 20, the legacy system may occasionally be unavailable while we prepare the migration. We intend to avoid interruptions, but if they occur, they should normally last no longer than one hour. We do not plan to announce each interruption separately.
How can I contact Adiscon if I cannot access a ticket or account?
You can send a question as a guest through the modern service portal. Alternatively, email support@adiscon.com; messages sent there reach the modern system and can also be handled manually if needed. Please include your legacy ticket number if your question concerns an existing case.
Thank you for your patience during the transition. We welcome your feedback as we continue to improve the modern service portal.