We want to offer you even smoother customer service. For this reason, we will move our customer service system from Freshdesk to Intercom between 2–4 November 2026. You do not need to do anything because of this change, and our customer service contacts & addresses and opening hours will remain the same. In this notice, we explain how the change will appear to you.
Help pages will be renewed and search functions improved
The appearance and structure of the help pages will be updated. The new site is clearer, and the improved search will help you find answers faster. Vispertti will continue to serve you as usual in the lower right corner of the page.
The help pages will still be available at support.severa.fi, but the addresses of individual instructions will change. If you have saved links to instructions, for example in bookmarks or in your company’s internal instructions, update them to the new addresses once the new help pages have been published. You will find the instructions on the new site under the same titles.
Chat window will be renewed
In the future, you will receive versatile help directly from the chat button in the Severa user interface. From the same window, you can contact our customer service, search for instructions and read up-to-date product-specific announcements.
Higher-quality answers in a new layout
The layout of our email replies will change slightly, for example in terms of font and signature. We will use Intercom’s AI-based reply functions so that we can process support requests more smoothly and help you quickly and with high quality at the right time. In addition, we will clarify the automatic emails related to open support requests and reduce their number.
Migration schedule and service interruptions
During the transition, short service interruptions are expected in various customer service actions. Here are the phases of the change and the most important times:
1️⃣ Help pages will move to a new platform on 2 November 2026 at 14:00: the pages will be unavailable for about 30 minutes.
2️⃣ Vispertti will move to the new help pages on 3 November 2026: you will continue to find Vispertti in the lower right corner of the help pages 24/7.
3️⃣ The new chat window will be introduced in Severa on 4 November 2026: in the Severa user interface chat window, you can search for instructions, ask Vispertti for help and, if necessary, contact customer service.
Please note the following during the migration
⚠️ Old links to instructions will stop working, and new links will replace them.
⚠️ Logging in to the current Freshdesk help center will be disabled.
⚠️ Past resolved support requests will no longer be visible.
⚠️ You can see open support requests and support requests created after the migration in the new chat window.
Subcontractor user will change
Intercom Inc. will act as our subcontractor user in the future. Intercom meets data protection legislation and the Visma Group’s information security requirements. We will update our subcontractor user list and go to privacy statement in connection with the transition.
We will support you throughout the change
We will do our best to ensure that the transition is as seamless as possible, and we will support you throughout the entire change. Our customer service will operate normally also during the transition, so feel free to contact us through the familiar channels.
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