As part of our ongoing efforts to standardize across Unity's products and services, the functionality previously found in the Vivox Developer Portal and Vivox Help Center will be migrating to the Unity Dashboard, the Unity Support Portal and the Unity Forums. While the migration of application management will come later in the year, the focus of this article is on features previously found in the Help Center.
Knowledge Base (FAQs)
The help center articles have been reviewed, updated, and migrated to the new support portal knowledge base. However, they will now be nested underneath Services > Vivox instead of the top level. As of this writing, we are still in the process of generating and porting articles; however, if you'd like to view what is currently available, you are welcome to do so. Additionally, when you file a ticket, entering text in the subject field will perform a search of these articles, which may assist in resolving your issue without the need for a ticket.
Some content is not publicly accessible, such as proprietary platform configuration details. For these articles, we will grant access on an organizational level. Once your user account is associated with an organization that can view these articles, they should appear within the portal once authenticated.
The Vivox forums will be migrating to the Vivox component of the Unity Forums. This will be the home of our new unified experience where you can view and create threads on Vivox issues regarding any one of our SDKs, including Core, Unity, Unreal, etc. To retain some of the helpful information found on our previous forums, we've turned much of that information into new knowledge base articles you can find on this support portal.
We have a support staff dedicated to responding to threads which makes it an excellent resource for asking questions and finding answers to previously asked questions. Before posting, be sure to review the contributing guidelines, which would appear as a stickied thread at the top of the list of threads.
Note: Support Tickets can only be filed by organizations with an Enterprise Support plan. All other tickets received will be recommended that they post their question in the Vivox forums.
The easiest way to reach the form is via direct link, although it can also be found through the Unity dashboard by navigating to either:
- Help and Support > File a Ticket > Multiplayer > Vivox
- Suites > Multiplayer > Vivox > About & Support > Support.
The recommended method of submitting tickets is through the dedicated form, as it will directly go to the Vivox support team. You still have the option of submitting tickets through the general form on the support website or via email at email@example.com; however, please note that your response may be slightly delayed given that the request will need to be reviewed and handed over to our team.
Accounts and Organizations
Authentication is managed with Unity IDs (the same credentials used to authenticate to the Unity Dashboard). If you do not already have an account, we encourage you to create one using your work email associated with your organization. Please note that accounts will not be migrated from the Vivox developer portal, and you will be required to create new credentials if you have not previously used Unit's products or services. The page to sign up can be found on the sign-in page by clicking "If you don't have a Unity ID, please create one."
Accounts and organizations work in much the same way as they did within the help center. You may create a ticket without authenticating, although an email address must be provided. If an account is made later, all tickets created while unauthenticated will be associated with your new account assuming they were submitted with the same email. Once your account is associated with an organization, you will be able to view all past tickets submitted by any user of that organization.
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