Sitepass by INX Support FAQ

INX Software acquired Sitepass in 2021. INX will integrate the Sitepass support function into INX Customer Support team from the 1st of February 2022. 

The transition in helpdesk over to INX will be for customers and users on Sitepass version 3 only. Support will continue to be provided by Kineo for customers on Sitepass version 2. 

The contact phone numbers will continue to be the same. The Sitepass support phone numbers are:

Support will continue to be provided 24 hours a day Monday to for all global customers and users.

If you have a technical question, you should find your answers from one of the support articles or videos in our knowledgebase. 

Alternatively, our support team are here to help, and you can contact them by submitted a ticket, chatting online or sending an email (support@inxsoftware.com) from within Sitepass, INX Software website, customer portal or the knowledgebase.

INX Support is available 24 hours Monday to Friday to answer your support questions about all INX Solutions. 

You can call, send an email, contact us through sitepass or create a ticket on the INX Support page. 

We have integrated our customer support systems so you will notice some changes in the Zendesk support portal.  Historical closed ticket data prior to 1st February will not be displayed in the new portal, however, it is accessible by the Customer Support team and can be made available on request.  If you have any open support tickets with us at the time of transition, we will migrate these tickets and provide you with your new ticket number.

INX Support portal does require customers to be logged-in to access customer information. You can request credentials from your account manager or contact@inxsoftware.com 

The support team members are based in Perth, Australia and in Canada.

The support offered and the service levels continue with no variations with the change in support.  The Sitepass support service levels can be reviewed here under the Sitepass legal terms.

Yes. Zendesk is used to capture and manage Sitepass support tickets, and Zendesk is integrated into the Sitepass help centre (available within Sitepass).  With this integration the Sitepass help centre will list all submitted support tickets and their history.

No, access will remain for all users during this period.   Availability of Sitepass can be monitored in the Sitepass status page https://status.mysitepass.com/

No, the assigned customer success manager will remain the same and is not impacted by this change.

This will have no impact on the functionality of other INX products you may be using.

If you have more questions, please contact your assigned customer success manager or send us an email.