As part of the integration of Rosette and Babel Street, support for Rosette products has migrated to the Babel Street | Rosette Help Desk. Please note that there are no changes to the team you are used to working with—this is just a change in tools we use for managing support requests.
Key Information About the Migration
- Where do I find support? A new support portal is being populated with articles and will hold many of the articles this helpdesk has.. In this portal, you will be able to open tickets, review legacy tickets, and access knowledge articles for self-service support.
- I've been a Rosette user for a long time. Will all my tickets be in the new portal? All open tickets and all closed tickets from the past five years will be accessible in the new support portal. The ID associated with the legacy tickets will change, but the subject should stay the same. If you run into any issues locating a legacy ticket from the past five years, we will be glad to assist.
- How do I create a user in the new Support Portal? To see support cases and personalized content, existing Rosette Support portal users will need to create an account in the new Babel Street | Rosette Help Center. To do so, click “Not a member?” on the Login page and complete the registration form. If you are using an email that is new or has not been used previously for opening a ticket with us, we will get a request and then work to grant access for you.
- Can we still email you for support? Yes! You can email us at support@rosette.com. Email received at that address will forward to the new platform and open/update a case similar to how it has worked in the past. Note that moving forward, our lingo will change slightly—tickets will now be called cases.
- When does this go into effect? The portal is now live and all support cases have been moved over to it. Migration of knowledge articles and other content from the legacy Rosette Knowledge Base will take place over the following weeks. Rosette cloud documentation will remain at developer.rosette.com and maybe migrated at a later date.
- How do I find the new portal? The URL for the new portal is https://babelstreet.my.site.com/support.
If you have any questions or concerns about the migration, please reach out to support@rosette.com anytime. We are always happy to help!