Hi ShotGrid community,
You asked, we listened. Effective immediately, we have reopened the Legacy ShotGrid Support Portal (Zendesk) for a limited time. We realize how valuable these discussions with support are, and all your previous tickets are available to view in a read-only format. The intent is to utilize the Legacy Portal as an archive resource. So during this time, please take steps to capture any necessary ticket information as soon as possible.
New support tickets will still need to be filed through the Autodesk Support Portal. The legacy ShotGrid Support Portal is not active and is not being monitored.
Thank you for your feedback and patience through this transition!
Hi! I believe the third party you are referring to is our Autodesk Experts program, correct? If so, yes, we have turned off this feature for the time being to avoid further confusion. There may be a time that this will be reactivated, but rest assured that this team of experts is vetted and bound by the same NDA’s as any support specialist.
Totally understand how that can be a jarring email to get without explanation, so my sincerest apologies for any stress it caused. With the multitude of changes through this support migration, we are very grateful for your patience as we work towards a more consistent experience. Thank you!!
Is there any documentation you could pass along on the Autodesk Experts program? I’d like to know more before before jumping to any conclusions, but needless to say the idea of any of a studio’s data being shared outside of what is now Autodesk, formerly Shotgrid, is concerning to me.
I have a client who won’t even share some of their content with the Foundry, and that’s with two serious legal teams involved. I can’t imagine sharing it with people who are not in this specific industry and who are not fully aware of fun incidents like “so one time the Feds came to R&H” and “where did that workprint of Wolverine: Origins come from” and the havoc they can wreak that is specific to VFX.
Hi again! there’s no specific documentation tied to the program itself, however its fairly unlikely that we will turn it back on anytime soon (and never without notice). That being said, since the program abides by the same T&C’s as the rest of Autodesk Support, I can share these resources:
If so, yes, we have turned off this feature for the time being to avoid further confusion. There may be a time that this will be reactivated, but rest assured that this team of experts is vetted and bound by the same NDA’s as any support specialist.