Customer support for the Chemaxon portfolio is transitioning from the legacy Freshdesk Support Portal to the Certara Service Desk. The move is designed to provide Chemaxon customers with a more streamlined and scalable support experience.
Key dates:
October 3: The Chemaxon Support Portal will cease to be available.
Weekend of October 3–4: Customers who need to contact Customer Support during this period are asked to wait until Monday, October 5, and submit their request through the Certara Service Desk.
October 5: Chemaxon’s Customer Support is available only through the Certara Service Desk.
Existing tickets:
Any tickets previously submitted at Chemaxon’s Support Portal not yet resolved will be transferred to the new portal automatically by October 5.
What customers need to do:
Existing customers are encouraged to begin using the new Service Desk to submit support tickets. Email support will remain available, but the Service Desk is the primary and recommended way for faster and more efficient request handling. Customers can also refer to the Support Guide brochure for further detail on the new support experience.
Certara appreciates customers’ cooperation during this transition and looks forward to providing an improved customer support experience through the global Service Desk.
