🚨 Upcoming Change to Our Support Centre Platform

We’re making an important update to how members contact the Scouts Canada Support Centre.

What’s changing?

Scouts Canada is moving from Zendesk to ServiceNow as our new support platform to provide a more modern, streamlined support experience.

Key dates to know

• April 1 – Zendesk will no longer accept new ticket submissions
• April 13 – Our new ServiceNow Support Centre officially launches

After April 1, members will no longer be able to submit new requests through Zendesk (help.scouts.ca). Any tickets submitted before this date will continue to be worked through to completion.

What should I do if I need help?

If you need support after April 1, please wait for our new ServiceNow Support Centre to launch on April 13. We’ll share clear instructions and links ahead of launch to help you get started.

The Online Support Centre library will remain accessible during this transition period to ensure that members have access to critical resources ahead of renewal season. 

Critical dedicated support email channels, like propertybookings@scouts.ca, customercare@scouts.ca, giving@scouts.ca, internationaltravel@scouts.ca, summercamp@scouts.ca, trees@scouts.ca, popcorn@scouts.ca, seeds@scouts.ca, will continue to be monitored during this transition period and inquiries will be responded to via email. 

Urgent PRC/VSS/CAR updates can be submitted to the appropriate Council Relationship Manager during this time.

Youth protection concerns and incidents can still be reported 24/7 by contacting the Safe Scouting Team (safety@scouts.ca or 1-800-339-6643).

After April 13, you can request support or browse our extensive knowledge base at support.scouts.ca. You'll still be able to submit requests via email to support@scouts.ca, but other email support channels will redirect the user to the new Support Centre portal. 

 

 

Why is there a pause in ticket submissions before a busy renewal period?

To ensure a smooth and reliable transition, we need a short pause to safely complete system cut‑over activities,  including final data migration, validation, and setup of the new Support Centre. This helps prevent requests from being lost, duplicated, or delayed during the changeover.

Taking this step allows us to launch ServiceNow fully ready to support members during the renewal period with greater stability and faster service.

 

 

Will my existing Zendesk ticket be lost?

 

Are volunteers involved in testing the new Support Centre?

Yes. Volunteers from across the organization are participating in user testing to help ensure the new ServiceNow Support Centre is easy to use, accessible, and meets the needs of our Scouting community. Their feedback is helping shape the final experience ahead of launch.

 

 

Why the change?

ServiceNow will allow us to improve how we manage requests, share knowledge, and support our members more efficiently, helping us respond faster and more consistently. This is the first step in building out our new user-centred Scouting Experience Platform. To read more about this initiative, please see https://www.scouts.ca/strategic-plan/digital-transformation/registration-and-volunteer-tools.html. 

 

Do I need to create a new account for ServiceNow?<>

Not necessarily! If you have interacted with our Support Centre team in the last two years, an account will be created for you. Details on access and sign‑in will be shared closer to launch. We’re aiming to make the transition as simple and accessible as possible.

 

 

Thank you for your patience as we make this transition. We’re excited to bring you an improved support experience soon!