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As part of our integration into Dassault Systèmes (DS), we are announcing our plan to retire the No Magic Legacy Customer Support system and migrate support data to the Dassault Systèmes support environment.


Who is entitled for data migration? 

Support requesters, who are using No Magic Legacy Customer Support system and have received an email communication No Magic Customer Support transition – preparation on 26th of March, 2021.

Or support requesters whose company is entitled to Customer Support - owns licenses with the active Software Assurance (support contract/ALC - annual license contract).


What Support Data will be migrated?

Support requesters' contacts and their tickets within closed and in progress status for the last three years. See migration criteria below.

 

When Support Data will be migrated?

Your tickets in closed status will be migrated before 1st of June, 2021.

Your tickets that will be in a in progress status will be migrated on 1st of June, 2021. Starting this date, please continue communication in 3DSupport App.

 

 

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Data migration criteria: 

  • Customers entitled to Customer Support - your company owns licenses with the active Software Assurance (support contract/ALC - annual license contract).
  • AND your No Magic profile is mapped to your License Owner Profile/Company Site.
  • AND you have connected with the No Magic Customer Support system and have created tickets in the last three years. 
  • AND you are registered with your company domain email.

 

 

What do I do if I have not received the email, but I think that I am entitled to migration?

Check your Spam/Junk email folder first. 

If you did not find the email, send an email to support@nomagic.com and:

  1. Set the email Subject: Support data migration
  2.  Provide the following information:
    1. email address qualified for support migration (if different)

    2. License Owner information - Profile ID from No Magic legacy system, or an email, or other identifying license owner information. 

      If you have a Company Site ID from Dassault Systèmes system, please provide it in the email.

Will I be able to access No Magic Customer Support system after migration to DS support?

The No Magic Customer Support system will be in a read-only mode for a limited time with the possibility to export your ticket list. 

 

How can I export my tickets list?

Use the provided link to export your tickets list in different formats (excel, word).