We are Enhancing Blue Prism Support

[BluePrism]

A New Support Experience is Coming

Blue Prism is transitioning its support platform on October 8th, 2026.
This change will provide a more streamlined and consistent way to access and manage Blue Prism Support, while bringing our support operations into closer alignment with the wider SS&C organization.

The support platform will continue to allow you to:
• Submit new support requests
• View and manage your support cases
• Follow updates from the Blue Prism Support team
• Access available support information and resources

What’s Changing?

The Blue Prism Support platform is being updated. The transition will be seamless for your support requests – you may notice slight differences in the form layout when submitting requests. You will submit requests in the same way you do today by using your existing credentials to log in to our Support Portal.
In order to access historic ticket data, please reference the instructions in the FAQ’s section of this page.

Why Are We Making This Change?

Our goals are to:
• Modernize the support experience with a more capable and scalable platform
• Create greater consistency in how support is accessed and managed
• Align with SS&C standards and our broader support ecosystem
• Make it easier to access support through a more integrated support experience

What Do I Need to Do?

For now no action is required. You can continue using the support portal as normal.
Before October 8th, we recommend that you:
• Review the resources and FAQs on this page
• Add [email protected] to your 'safe list' to continue to receive ticket updates and reply to open tickets during the migration period
If you experience any access issues, please use the support options on this page or email us at: [email protected]

Blue Prism Support

Resources

The following resources can aid you in navigating Blue Prism Global Product Support. Please note that you need to be logged into the Blue Prism Portal to see them.

Product Support Help

Find detailed instructions for getting help from our Product Support team.

→ How to get help from Product Support

Support Ticket Management

Explore how your Support ticket is managed and resolved via the Blue Prism Product Support system.

→ How your Support ticket is managed and resolved

Support Levels

Review the maintenance and support levels we offer to our customers.

→ Discover our Customer Support Levels

FAQ’s

How do I submit a request for support?

You will request support in the same way you do today, by taking the following steps:

STEP 1: Go to the Blue Prism Portal login screen - https://portal.blueprism.com.
STEP 2: Enter your username and password.
STEP 3: Click Submit.
STEP 4: Once logged into the Portal, click Customer Support > Support Center.

Can I still use my same credentials to access the portal?

Yes, your credentials will remain the same.

What action do I need to take?

No action is needed on your part. You will see slight changes to the request form that you submit.
Although we will continue to maintain [email protected], you may notice that email updates relating to existing tickets are sent from: [email protected]
To make sure you continue to receive ticket updates and can reply to your open tickets during the migration period, you may need to add [email protected] to your organization's email approved senders list.

Can I reopen tickets from the old system?

You won’t be able to reopen tickets in the old system once we have transitioned over, nor will you be able access them. However, we will have an archive of the information in those tickets internally that we can refer to if required.

How can I access the archived ticket information?

Please submit a request with the Support team to access your archived tickets.

What happens with tickets that I opened in the old system prior to the migration?

Tickets that are still open after the migration will be worked to completion in the old system where possible. If they have not been closed by the time we transition systems, we will transfer the ticket over to the new system and advise you of your new ticket reference number.

[Neel1]

Thanks @BluePrism  for sharing this information. I have few question which are listed below. Please can you help in answering these.

1.For Open tickets -> Will ticket history and attachments be transferred to the new system ?
2.Is any service downtime or ticket submission interruption expected during the migration on October 8?
3.How and when will customers be notified about starting/completion of migration ?
4.For how long after the migration will customers be able to request access to archived ticket information?
5.Will there be a self-service option to access archived tickets, or will all requests need to be submitted through the Support team?
6.By When will a demo, user guide be provided for new platform?

[alexis.sims]

Hi, @Neel1! Thank you for asking these questions. Please see the answers below, and let us know if anything further comes to mind.

1. We will continue to work open tickets on the existing system until the 31st of October, at which point, we will transfer existing open tickets onto the new system.

2. There will be no interruption in service on October 8th. 

3. All clients will be notified via email when migration is complete.

4. Customers will be able to request archived ticket information for at least a year.

5, Archived tickets can be viewed and downloaded in the old system up until October 30 2026 via self-serve. After this, a request can be made to the support team.

6. User guides are currently being prepared, and a drop-in session arranged, which we will notify users of shortly.

[Neel1]

Thanks @alexis.sims  for your response .