Support Portal Migration FAQ

FireHydrant is upgrading its support portal and ticketing system to improve your overall experience. Below are answers to common questions about the transition.

When is this change happening?

The new support portal will go live on April 30, 2026.

How do I access the new support portal?

You will receive an activation email from [email protected] shortly before the transition. To get started:

1. Open the activation email.
2. Follow the instructions to activate your account.
3. Log in to the new portal.

Once activated, you can create new support tickets and view and manage your existing tickets.

Will I still have access to my old tickets?

Yes. All your previous tickets will still be available in the new portal at support.firehydrant.com.

Important: Old ticket IDs and links will no longer work, but your full ticket history will remain intact.

How should I reply to existing tickets?

Reply through the customer portal to ensure the fastest and most accurate support. This keeps your responses in the original conversation and ensures your requests are handled efficiently.

Important: Replying via email to older tickets may create a new ticket instead of updating the existing one.

What's changing in the new portal?

You'll notice a refreshed interface and updated ticket submission fields. These improvements are designed to make it easier to submit requests and help our team resolve issues faster.

What happens if I don't activate my account?

You can log in using the Forgot password option on the portal login page.

Who do I contact if I need help?

If you have any questions or need assistance during the transition, contact us at [email protected].

Why are you making this change?

This upgrade allows FireHydrant to provide a better support experience, improve ticket handling and response times, and deliver a more modern and efficient portal.