Sinch Dashboard customers will transition to a new and improved ticketing system in July. This change is part of our ongoing commitment to deliver a more streamlined, efficient, and user-friendly support experience.
Go-Live Date: The new customer support portal will go live on July 1, 2025. Existing tickets for Sinch’s messaging, voice and verification products submitted before this date will continue to be handled in our previous system until resolved. All further communications regarding these legacy tickets will be sent through our alternate email channel jira-sw@sinch.com.
What’s changing?
Here’s what you can expect with the new system:
- Seamless Support Access via the Sinch Dashboard - You’ll now be able to chat with our Support bot, search for help articles and create tickets—all directly within the Sinch Dashboard.
- No More Atlassian Logins Required - Submitting a support ticket for Sinch Dashboard products will no longer require an Atlassian login. However, you’ll still have read-only access to historical tickets for your records.
- Alternative Access for Non-Dashboard Users - Not able to access the dashboard? No problem. You can continue to reach our support team through the following portal: support.sinch.com — available starting July 1.
- Support Email Domain - Going forward, you’ll receive responses from our support team via support@sinch.com.
Please whitelist this email/domain to ensure you don’t miss any important updates or communications.
This ticketing system change is specific to customers that administer their messaging, campaign, voice and verification products via the Sinch Dashboard.
Important: Until June 30, emails sent to support@sinch.com will still be processed in the legacy system (Atlassian). Email routing to Zendesk will start shortly after.
Why the Change?
We’re making this move to Zendesk, a robust customer service platform that allows for deeper integration with our internal tools, enabling us to provide faster and more accurate support.
Zendesk Portal Guide
Read the Zendesk Portal Guide to learn how to create tickets in Zendesk.
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Jaime Palacios Customer Support Director
