The Data & Insights Support and Education team is excited to announce that we'll be joining our colleagues throughout Tyler Technologies in adopting two critical new systems: a new portal for support ticket management as well as a new portal for course access. By the end of May 2025, we will start providing most support services on a new CRM platform. In addition, we will move our education platform to Tyler University for all live and on-demand courses.
With that, here’s an overview of what to expect, what will change, and what will stay the same as we move to these new systems.
Table of Contents
Support Migration
What's Changing
Data platform users who work for your organization will have a new location to submit tickets. No action is needed at this time, but we will let you know the details about any changes users might need to make.
What Will Stay the Same
- Your organization will receive the same level of support services, as outlined in your support program (e.g., Gold, Silver, Basic).
- Community users and other individuals who may have access to a data site but who are not part of your organization will still submit tickets through our current platform, Zendesk, by submitting a request on support.socrata.com.
- Our knowledge base at support.socrata.com will still be available as a reference for all users.
Education Migration
Note: this update will apply only to organizations with education packages.
What's Changing
- Learners will have a different path to take to access on-demand and live courses.
- The migration will also result in new logins for learners - for security reasons, usernames and passwords will not be carried over to the new system.
- D&I Education has a new team email: datainsights@learn.tyleru.com. Please use this address to get in contact with the education team with questions or concerns.
What Will Stay the Same
- Learners can expect the same access to the same on-demand and live course content (though the path to logging in and locating the content will change).
- Organizations will maintain their current education package and the benefits/offerings associated with that package (cohort offerings, course customization, etc.).
- Organizations with education dashboards will still be able to use these to track course completion data.
Facilitating the Transition
The following resources will be provided:
- Instructions for support request submission
- Instructions for course access at Tyler University
- Updated links that your organization’s data program managers/leadership can use to replace links to learn.socrata.com (our current learning site)
- Regular updates on the migration timeline/what to expect next
FAQ's
How will tickets be submitted?
Support requests will be submitted through a web form in the TylerTech.com support portal. This portal is shared by support teams across Tyler Technologies, creating a consistent support experience across all Tyler products and allowing your tickets to be routed to the right place. This means our current support email address will not be available for ticket creation post-migration.
How will we access TylerTech.com to submit a case?
There’s nothing you need to do just yet. If you created an account on support.socrata.com before March 31, 2025, we'll automatically migrate it. You'll receive a temporary password in May, which you can use to access the new support portal and create tickets moving forward.
Can users still access support.socrata.com after May 2025?
Yes, the site will remain available as our knowledge base. When you go to submit a ticket via the "Submit a Request" button on support.socrata.com, you’ll be prompted to visit TylerTech.com instead.
We appreciate your cooperation during this transition. If you have any further questions or need assistance, feel free to reach out to datainsights@learn.tyleru.com, your Customer Success Manager, or your Federal Portfolio Manager.
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