Moving tickets from eSupport to Service Hub will require you to recreate or forward to Service Hub.
There are three options to move tickets to Service Hub:
Step 1. Go to servicehub.sfu.ca and search for your service.
Step 2. Select "Report a problem" or "Request Service" button to open the webform.
Step 3. Copy and paste the details from your eSupport ticket onto the webform. Include any attachments if necessary.
Step 4. Submit the webform.
Caution! Due to the reliability issues with the eSupport platform, not all forwarding request may go through. We strongly advise using Options 1 or 3 as a result.
Step 1. Go to esupport.sfu.ca and open the ticket you wish to move to Service Hub.
Step 2. Select "Forward" under the Ticket History.
Step 3. Enter "sfutdx@sfu.ca" on the "To" field.
Step 4. Select "Forward Message".
Congratulations! You've emailed your eSupport ticket to Service Hub. You may repeat these steps for the rest of your eSupport tickets you wish to forward.
Be sure to try one ticket first to ensure it's being moved to the correct Service / Group on Service Hub.
Option 3: Create and send an email to "sfutdx@sfu.ca"
Step 1. Create a new email on SFU Mail or your preferred email application.
Step 2. Enter "sfutdx@sfu.ca" on the "To" field.
Step 3. Copy and paste the details from your eSupport ticket onto the Subject and Message Body. Include any attachments if necessary.
Step 4. Send the email.
Congratulations! You've emailed your eSupport ticket to Service Hub. You may repeat these steps for the rest of your eSupport tickets you wish to forward.
Be sure to try one ticket first to ensure it's being moved to the correct Service / Group on Service Hub.