We’re moving our support ticketing system to Intercom
Hyperproof is moving its support ticketing system from Salesforce to Intercom. This article explains why we’re making the change, what to expect during the migration, and how to get help once the new system is live.
Why we’re making this change
We want to give you the best self-service experience, the best support content, and the best human support communication experience we can; and Intercom lets us do that. The Intercom chat tool is built into our web apps, along with our product documentation and support knowledge, so help is always close at hand.
Rest assured that all conversations with the Hyperproof AI Support Agent are reviewed weekly by our human team to identify gaps in our knowledge base. We are continually updating our product documentation and support knowledge to fill gaps and help you get the best possible answers.
How to reach a person - the new way
Starting on November 23, 2026, the support ticket experience will begin with a chat conversation with Hyperproof AI Support Agent, then transition to having a ticket and working with our human support team. You can still start a conversation with our support team by emailing [email protected].
When you need direct assistance from our support team, you can easily escalate to them by asking the AI support agent to do so. Just reply to a support chat or email thread and ask to escalate with phrases such as "escalate to support," "human support," or "create a ticket."
Key dates
Week of November 15: We begin migrating closed cases in batches from Salesforce to their new home as tickets in Intercom. As the tickets are migrated into Intercom, you will be able to see them in the Tickets app in the Hyperproof AI Support Agent.
November 20 at 5:00 p.m. Pacific: We shut down the Salesforce ticketing system hosted on the Salesforce-based community and we temporarily turn off the [email protected] mailbox while we finish migrating historical and active tickets.
November 21–22 (weekend): We complete our quality checks and turn on the new workflows in Intercom.
November 23 at 12:00 a.m. Pacific: The new ticketing system is open for business, and the [email protected] mailbox is turned on and linked to Intercom.
All communication from our support team on your tickets will be sent via the new Intercom system.
What happens to your past tickets
We’re bringing over two years of ticket history for customers and five years for partners. Each migrated ticket will include:
The original ticket title and description
A summary of the conversation between you and our support team that includes the Salesforce case number and the original created date and closed date
Intercom's API doesn’t allow us to backdate a ticket’s creation date, so in Intercom's date fields, migrated tickets will show the date they were migrated into Intercom. You can find the original created and closed dates the ticket summary.
Here are the original created and closed dates from Salesforce shown in the ticket summary in Intercom.
Where to find your tickets
All users: The tickets you created will be available in the Tickets area of the Hyperproof AI support agent in the app and in the customer portal, which is hosted on the Help Center.
Administrators: You can view your own tickets and every ticket created for your company in the customer portal, hosted on the Help Center.
FAQ
Who do I contact if I have questions about the case migration?
Who do I contact if I have questions about the case migration?
You can start a conversation in the Hyperproof AI Support Agent or email [email protected] with your question. If your question is not answered, you can ask for escalation to our human support team, and they will follow up with you.
Are our Salesforce case numbers included in the migration?
Are our Salesforce case numbers included in the migration?
Yes. The salesforce case number is included in the summary of the migrated ticket.
What designates a person as an Administrator?
What designates a person as an Administrator?
A person is an administrator if they are a Hyperproof organization administrator or system administrator, or a TPRM administrator.
Do I have to be logged in to be notified when I get an update from support?
Do I have to be logged in to be notified when I get an update from support?
No. If you are not logged in and don't see a reply from our support team, Intercom's system will send you the reply by email. You can reply to the email or log in to reply in the chat tool.
Can I still start a support ticket by email?
Can I still start a support ticket by email?
Yes. You can still email [email protected] to start a conversation with our support team. The Hyperproof AI Support Agent will reply as it does in chat. You can escalate to our human support team by replying with phrases such as "escalate to support," "human support," or "create a ticket."
What are the advantages of using the chat tool instead of email?
What are the advantages of using the chat tool instead of email?
The chat tool offers you faster replies from the Hyperproof AI Support Agent. Chat also offers a more integrated experience with clickable links that go to the referenced articles that pop-up inside of the widget.