Update on Jamf Support Services

Forum|Forum|3 years ago
January 20, 2022
27 replies
195 views

+15

CalleyO
Employee

Hi, Jamf Nation!

Good news…you will soon see an enhancement to your support experience with Jamf! In an effort to always improve, we’re launching a new Jamf support portal through Jamf Account. You’ll access it with your Jamf ID. And nope, there won’t be any changes to the support email, phone number or the teams who support you.

But to reiterate, you will need a Jamf ID to access this new portal. The Jamf ID will also allow you to access more functionality within Jamf Nation (think profiles), as well as Training Courses, with a single set of login credentials.

And as a reminder, if you’re experiencing issues with Jamf Account please email success@jamf.com.

Yes - more information about this exciting new portal is coming soon! Check back here (and watch your email) for the details!

- Your Jamf Support Team

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+15

CalleyO
Author
Employee
Forum|Forum|3 years ago
February 3, 2022

The login issue @bradtchapman talked about is by far the one I run in to every time I go to open or update a case. The Service Now/Okta login doesn't take my info (email or username) at all. Sometimes it takes my credentials if I come from account.jamf.com/support first, other times it wants me to login.

Somehow I came across this page: https://jamf.service-now.com/idp_disco.do. It gave my two options:

Selecting Okta brought me to the login prompt that doesn't work. When I click the salesforce link, it sends me to https://jamf.service-now.com/login_with_sso.do?glide_sso_id=be6b272d1b050110dfb1da0dbc4bcb91 which then redirects to https://id.jamf.com/idp/login and I am able to login successfully.

Thank you, @PhillyPhoto, for sharing your workaround. We apologize for the inconvenience this may have caused and know our Support team is working on it!

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+5

clarkep
Contributor
Forum|Forum|3 years ago
February 10, 2022

I am posting here unfortunately because I cannot get a timely response from Jamf support. I would say after (during?) this revamp to support, this is easily the worst it has ever been in my 11 years of working with Jamf. If I'm lucky, I might get a chat agent after 40 minutes of waiting, and sometimes nobody picks up. Then, I create the ticket manually...and get a half baked answer linking me to the admin guide...thanks a lot... really disappointing.

When you need IT...get PJ. C. Working as a tech in a private school for over 15 years.

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