NHS England Collaboration Services are excited to announce that the NHSmail Feedback, Windows10, and MDE mailboxes will now be managed through the NHS England National Service Desk Customer Portal for all incoming queries and questions related to the NHSmail service.
This transition aims to streamline our processes and improve response times.
Please note that the existing NHSmail Helpdesk Portal and Helpdesk@NHS.net remain as the primary route for live service support.
Benefits of NHSmail moving to ServiceNow
- Simplified contact: By having one front door to the NHSmail team, you can easily locate the relevant Service Offering to raise your case to be reviewed by the right NHSmail team.
- Improved Response: By using ServiceNow, we streamline the triage and investigation processes, which means your cases will be dealt with faster.
- Improved Tracking and Transparency: With ServiceNow, all your interactions with us will be tracked in one place. You’ll have a clear overview of all your ongoing cases and can share case visibility with your colleagues.
- Improved Service through analytics: ServiceNow offers analytics on the common cases which allows us to identify improvements which can be made to the Service to improve day-to-day usage by our users.
Transition plan
Key dates for transition to ServiceNow.
- Tuesday 22nd October 2024 Feedback@nhs.net and Windows10@nhs.net starts accepting cases through NHS England National Service Desk Customer Portal for all their Service Offerings. The mailboxes remain open, in parallel, for contact, as before, for 4 weeks.
- Tuesday 19th November 2024 Feedback@nhs.net and Windows10@nhs.net mailboxes no longer accept questions or queries. All contacts must be raised through the NHS England National Service Desk Customer Portal.
- Tuesday 7th January 2025 MDEFeedback@nhs.net starts accepting cases through NHS England National Service Desk Customer Portal for all their Service Offerings. All contacts must be raised through NHS England National Service Desk Customer Portal. The mailbox no longer accepts questions or queries from this date, Tuesday 7th January 2025.
What does this mean for me?
Regular contacts of these mailboxes, have been sent further information about these changes from the teams who manage those mailboxes.
You can access the NHS England National Service Desk Customer Portal and register for an account, if you are not already registered.
You can access this guidance on how to use the NHS England National Service Desk Customer Portal as a customer if you have never used the Service before.
These changes do not affect the NHSmail Helpdesk service or National Administration Service so if you already contact Helpdesk@nhs.net, 0333 200 1133 or Helpdesk Self-Service as a Local Administrator, please continue to use these contact routes as normal.
| Last Reviewed Date | 22/10/2024 |
