Heads Up Hackers: An Replace from Our Mediation Crew

Evolving the HackerOne Help Expertise

We’re excited to announce that, after a few years of utilizing ZenDesk as a Help ticketing device, HackerOne is shifting to Freshdesk.

What’s Freshdesk?

Our new ticketing platform! Freshdesk is a person engagement resolution permitting HackerOne to scale its buyer & hacker help to handle our prospects as the corporate grows extra effectively.

Why is HackerOne shifting away from ZenDesk?

  • Deeper reporting insights: Freshdesk will present Help & Mediation management with crucial insights into buyer & hacker tendencies, effectivity metrics, and extra, so we will focus extra on bettering the client & hacker expertise with Help.
  • Potential to Filter Out Noise: Superior filtering will scale back the period of time our Help crew spends working via Spam tickets, liberating up extra time to concentrate on actual hacker & buyer points that matter.
  • A customized Help portal: With Freshdesk, it’s possible you’ll contact HackerOne from the Portal, www.help.hackerone.com, immediately as an alternative of by way of a Help e mail.

What does this imply for you?

When Help or Mediation help is required, hackers & prospects can now request help conveniently from throughout the HackerOne Help Portal. There, you’ll have the ability to slim down the problem you require help with in order that we will get your concern to the right crew extra effectively and resolve your concern faster. As soon as your first ticket is submitted by way of the portal, you possibly can observe questions submitted and their present standing. (Observe: Your first request will set off a message so that you can confirm and create a portal account to view open and resolved requests)

Request Help or Mediation Help by way of the HackerOne Help Portal, here.

We’re all the time trying to enhance our processes & tooling. In case you have suggestions to offer about our new ticketing device, please submit a Help request by way of the Portal underneath Suggestions.

Blissful Hacking! 🙌

Author: HackerOne
Date: 2023-04-29 11:43:38

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Alina A, Toronto
Alina A, Torontohttp://alinaa-cybersecurity.com
Alina A, an UofT graduate & Google Certified Cyber Security analyst, currently based in Toronto, Canada. She is passionate for Research and to write about Cyber-security related issues, trends and concerns in an emerging digital world.


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