What is Changing?

Customers can now raise Churn, Downsell, and other subscription-related requests directly through the new "Manage Subscription" option in FreshDesk — replacing the older “Amagi SUBSCRIPTION” support ticket method.

 Where Do I Find It?

When you log into FreshDesk, you’ll see a new tab at the top labeled "Manage Subscription" (as shown below):



How to Fill the Termination/Downsell Request Form

Once you click “Manage Subscription”, you will be taken to the request form (example below):


Instructions on how to Fill the Termination/Downsell Request Form

  • At the top of the form, your email address will appear automatically under the Requester field, this is prefilled based on your FreshDesk login and cannot be edited.

  • Next, under Service to be terminated, choose the type of service you wish to terminate or reduce. For example, you may select "Delivery Only" if you’re just ending the delivery service.

  • In the Channel Name dropdown, select the channel that the termination or downsell request applies to. In the dropdown, you’ll only see relevant channels.

  • Next, navigate to Deliveries and choose the specific delivery path corresponding to that channel. The format will be Channel -> Delivery.

  • For the Effective Termination Date, pick the date when you'd like the termination or downsell to take effect. You can use the calendar icon to select the appropriate date.

  • In the Reason for Termination field, briefly state why you are requesting this change. 

  • You’ll then be asked whether you’ve informed the content or platform partner about this change. Select Yes if this communication has already taken place.

  • Finally, in the Description box, you can add any additional details, context, or notes that may help the internal teams at Amagi understand your request more clearly. This step is helpful in reducing back-and-forth follow-ups.

  • Once you’ve reviewed the form and filled in all the necessary fields, click the Submit button to raise your request.

 What Happens After You Submit?

  • Your request will be automatically routed to the internal Amagi teams for validation and approval.

  • You will be notified via FreshDesk on the status and next steps.

  • No need for separate email follow-ups or Slack messages.

Note:

  • Only authorized users from your company will be able to access and submit this form.

  • The older “Amagi SUBSCRIPTION” option in the support ticket flow will be deprecated.