A Smoother Support Experience: Upcoming Changes

https://get.support.uplynk.com
On Tuesday, December 9th, 2025, Uplynk will be transitioning from ServiceNow to Jira Service Management (JSM) for Customer Support requests. The cutover will occur at 5 am ET and is designed to be seamless. Existing tickets will be reopened within Jira Service Management, and a new ticket number will be provided.  We’re moving to Jira Service Management because it delivers a faster, more modern support experience through automation, AI-powered workflows, and improved visibility into requests.  

You can find more details below. If you have any questions, please contact Support at support@uplynk.com or your Account Team. We look forward to continuing to support you.

What You Need to Know

• 24/7 Support Continues: Uplynk will continue providing round-the-clock support for all break-fix issues and support requests.
• Same Email, No Change: The existing email address support@uplynk.com, will continue to be the primary support email.
• Ticket History Migration: ALL existing tickets will be migrated from ServiceNow into JSM to ensure full continuity.
• What’s Changing on 9th December: This migration focuses on moving the existing email and portal workflows. Additional enhancements and new features will roll out in Q1 and Q2 2026, to enhance the overall customer support experience.  
• New Self-Service Portal: We’re launching a streamlined portal at to streamline ticket submission, tracking, and communication.

FAQ

Q. Will existing contact details continue to work?  
A. Yes, the support contact email, support@uplynk.com will continue to work after the cut over, as well as the existing phone numbers +1 602 850 4900 | +1 888 278 1953

Q. Will you have a customer portal where I can open tickets?  
A. Yes, a new portal (link below) will be launched at the same time, allowing you to open tickets and interact with open cases. https://get.support.uplynk.com
‍Q. Will I be able to view historical/closed tickets?  
A. Yes, historical tickets will be imported into Jira Service Management to provide service / historical continuity  

Q. What will happen to tickets open/inflight during the cut over?
A. Open tickets will be transitioned across to Jira Service Management on the day of the cut-over.

Q. Will you be exposing any further engagement methods, such as Slack, as part of this migration?
A. The initial migration will focus on email and portal workflows. Other engagement methods will be evaluated and explored in Q1 and Q2 2026.  

Q. How will I get my username and password for the new portal?  
A. All users have been migrated from ServiceNow to Jira Service Management. Please go to the link below and follow the 'Reset password' link.https://get.support.uplynk.com
Q. When I log in, I can only see the tickets I have created, not my company's tickets.  
A. Individuals need to be associated with a company to see tickets. Please open a ticket with Support, who can make the necessary association.  

Q. A number of employees have left the business recently; can I remove them from the portal?  
A. Please open a ticket with Support, who can add or remove individuals as needed.  

Q. Will tickets have a new numbering scheme?
A. Yes, tickets will be moved from INCxxxxxxx to USO-xxx.