We are transitioning from our current support forum to a comprehensive Zendesk ticketing system to deliver faster, more reliable, and more secure support for all Rank Math users.
This migration represents a significant upgrade in how we handle your support requests, ensuring that every issue receives the attention it deserves.
1 What’s Changing?
Soon, our support forum will become read-only. This means you will no longer be able to reply to existing forum posts or create new support requests through the forum interface. All future support interactions will take place through our new Zendesk portal at https://rankmath.com/support/.
While the forum becomes read-only, all existing content, including thousands of solved issues, tutorials, and community discussions, will remain permanently accessible as a valuable reference resource.
2 Why We’re Making This Change
After careful analysis of our current support workflow and customer feedback, we identified several critical areas where our forum-based system was falling short of providing the quality support experience our users deserve.
2.1 Clarity on Request Status
In our current forum, it’s often unclear whether your post has been seen or is being handled. You might wonder if your issue was overlooked or considered resolved when it isn’t.
Zendesk eliminates this uncertainty. Every support request receives a unique ticket number with clear status updates: open, in progress, waiting for response, resolved, or closed.
You’ll know exactly where your issue stands and receive automatic notifications when anything changes.
2.2 Direct Accountability
Forum posts can easily get lost during busy periods when hundreds of new posts are created daily. There’s no guaranteed assignment system or tracking mechanism, meaning some posts receive multiple responses while others may go completely unanswered.
Zendesk changes this entirely. Every ticket is automatically assigned, tracked through completion, and managed according to established workflows.
When you create a ticket, you can be assured that your request has been logged, assigned, and will be addressed. Nothing slips through the cracks.
2.3 Enhanced Privacy & Security
Many support issues require sharing sensitive information, such as website URLs, login credentials, or billing details. While our forum includes a private section, the overall public nature makes users hesitant to share detailed information our support team needs for effective help.
Zendesk tickets are completely private and secure by default. Every conversation happens in an encrypted, isolated environment accessible only to you and our support team.
You can confidently share any sensitive data, enabling faster and more accurate resolutions.
2.4 Predictable Response Times
Our current forum operates without formal service-level agreements or response-time commitments. Users have no way of knowing when to expect a reply, and some issues might receive responses within hours, while others could wait days or weeks.
Zendesk enables us to implement clear service level agreements with specific response time commitments based on issue priority.
You’ll know exactly when to expect an initial response, and our team will have the tools necessary to meet these commitments consistently.
2.5 Streamlined Communication
Forum discussions often become fragmented when users need to bump posts for attention or create multiple threads for related issues. Essential details get scattered across different posts, making it challenging to maintain context and slowing down resolution times.
Zendesk organizes everything in a single, chronological thread. All communication, file attachments, and updates stay in one place, creating a complete record that’s easy to follow.
Our support team can quickly understand the full context of your issue, enabling faster and more accurate responses.
3 What Happens to Existing Forum Content?
Your existing forum content is completely safe and will continue to serve as a valuable resource for the entire Rank Math community. Our team is conducting a comprehensive review of all active support requests to ensure nothing important is lost during this transition.
Any open support issues that require ongoing attention will be migrated to new Zendesk tickets. We will reach out to you directly if your issue needs to continue in the new system. You won’t need to re-explain your problem or lose the progress that’s already been made.
All historical forum posts, including solved issues, feature discussions, and community contributions, will remain accessible in read-only mode indefinitely. This creates a searchable knowledge base that will continue to help users find quick answers to common questions.
For all new support requests, please use the Zendesk support system.
If you have any questions about this transition or need assistance using the new Zendesk system, please create a ticket through our new portal. Our team is standing by to help ensure a smooth transition for everyone.