New Support Center and Dynatrace ONE further transform customer experience

Dynatrace ONE is a customer experience program designed to enhance customer success, achieved by integrating various support functions like Technical Support, Consulting, and Customer Success into a single group with an Agile mindset. To further this initiative, a new Dynatrace Support Center and ticketing system are being introduced to streamline customer interactions by unifying all support resources and communications into a single platform. This transition will involve migrating open support tickets and conversations to the new system, with closed tickets archived for a year. The new system aims to provide more intelligent assistance by leveraging AI to offer context-aware content and reduce resolution times by 50% when engaging through live, in-product assistance. This phased rollout will eventually consolidate all support communications into a single channel within Dynatrace, eliminating the need for separate forms or portals, thereby enhancing collaboration and efficiency in resolving customer queries.