In an ever changing world of cyber security, organizations all over the world have been stepping up their defenses and making sure that the business that is being done is legitimate. From performing the services requested to simply communicating via email.
At Open LMS, we prioritize the security of your data. To prevent spam and unauthorized access to your account details, we only accept tickets and replies from authorized email domains and contacts.
If your organization is planning a rebrand, a domain change, adding new team members, or recently had their ticket automatically closed, take a look at this handy information below.
Why was my ticket closed?
Our support system at its default configuration will allow anyone to create a ticket at any time. Due to increases in spam, and to protect your privacy, we've configured it instead, to automatically filter emails from unrecognized addresses. This ensures that only your verified team members (otherwise known to us as official contacts) can view sensitive ticket history or request changes to your services.
Checklist for Domain & Email Changes
If any part of your email address is changing (especially if it's a domain change, e.g. from @oldcompany.com to @newcompany.com), please complete these steps before the switch:
Notify Your Account Manager or create a support ticket: Reach out to us at least 48 hours before the transition so we can whitelist your new domain in our system.
Update Your Profile: Log in to the Support Portal and update your primary contact email.
Audit Your Team List: Ensure that those who require to create or interact with tickets, have valid accounts on our support system and either create a support ticket, or speak with an account manager for those who don't.
If you send a request from an unapproved email, you will receive an automated notification stating the ticket was automatically closed. If you see this, please do not keep resending the email. If you are unable to access the support portal with the previous email address you were using, or if you are a new user that is authorized to communicate on your organization's behalf, please speak with your account manager, so that we can ensure both that your details are up to date, and that you are authorized on our end to create/interact with support tickets.
So I've updated my information, do I need to create the ticket again?
No. We have measures in place to recover automatically rejected tickets, including any that end up in our spam filter.