Malgra Network Support Changes

In this article:

  • Alex joins our team
  • Changes to our support system
  • Updates to our Privacy Policy

Alex joins Team Malgra

We’re also pleased to officially welcome Alex Ridsdale to Team Malgra, who will be assisting with queries from Malgra Plus members through our new support channels.

Alex has been part of our Facebook Tax group community for several years, providing help and support to consultants with queries about their business. Welcome to the team! 🎉 


New Support System

We’re currently in the process of adapting our support functions to support our growing membership community.

One key change is that we’ve moving our support ‘ticket’ system to a new managed service provided by a company called Groove. This allows us to ensure we respond to queries from Malgra Network members in one central location.

As part of the transition to this new support system, our Live Chat function will be removed for a short period whilst we move over to our new provider. However, you can contact our team using the new ‘widget’ which will appear at the bottom of your screen called ‘Need a hand?’.

To get support, just press the button and you’ll be able to search from a number of account walkthroughs, such as resetting passwords, upgrading/downgrading your membership, and information on how to use our Cloud Spreadsheets to download your data.

If you cannot find the article to help you, there’s the option to send a message to our team for assistance.


Privacy Policy Update

As we’ve changed suppliers for our support function, we have updated our Privacy Policy to match this change. You’ll find the full document here, however we have changed the following sections.

Previous Text

We may use third-party Service Providers to provide better improvement of our Service.

  • FreshDesk
    FreshDesk is a customer support software. The service is operated by Freshworks, Inc.FreshDesk service may collect information from Your Device.The information gathered by FreshDesk is held in accordance with its Privacy Policy: https://www.freshworks.com/privacy/

New Text

We may use third-party Service Providers to provide better improvement of our Service.

  • Groove
    Groove is a customer support software solution. The service is operated by Groove Networks LLC, which complies with the EU-U.S. Privacy Shield in line with GDPR Regulation (EU) 2016/679 of 27 April 2016. Groove may collect information from Your Device.

    Data is securely held within AWS (Amazon Web Services) data centres in the European Union.The information gathered by Groove is held in accordance with its Privacy Policy: https://www.groovehq.com/our/privacy