Edge Change Requests - Release Note

source/content/guides/account-mgmt/workspace-sites-teams/03-workspaces.md

@@ -7,7 +7,7 @@ contributors: [wordsmither, michellecolon-pantheon]
 showtoc: true
 permalink: docs/guides/account-mgmt/workspace-sites-teams/workspaces
 editpath: docs/guides/account-mgmt/workspace-sites-teams/03-workspaces.md
-reviewed: "2022-09-19"
+reviewed: "2025-01-15"
 contenttype: [guide]
 innav: [false]
 categories: [organizations]
@@ -49,7 +49,7 @@ The navigation bar on the left contains several additional tabs to help you mana
 
 - **Autopilot:** [Autopilot](/guides/autopilot) is Visual Regression Testing (VRT) for every WordPress and Drupal Site within your workspace.
 
-- **Edge*:** [Advanced Global CDN](/guides/agcdn) offers a suite of edge capabilities ensuring your sites are fast, reliable, and secure. Our specialists help you optimize your site performance for maximum uptime.
+- **Edge*:** [Advanced Global CDN](/guides/agcdn) offers a suite of edge capabilities ensuring your sites are fast, reliable, and secure. Our specialists help you optimize your site performance for maximum uptime. Submit AGCDN configuration change requests on this tab.
 
 - **Support:** View details of an open support request or create a new support request. Our chat-based support is available 24-hours a day.
 

source/content/guides/agcdn/04-submit-request.md

@@ -1,10 +1,10 @@
 ---
 title: Advanced Global CDN
-subtitle: Submit a Request
+subtitle: Submit a Change Request
 description: Learn how to submit a configuration or support request.
 tags: [professional-services, logs, cdn, security]
 contributors: [whitneymeredith]
-reviewed: "2022-11-01" 
+reviewed: "2025-01-15"
 showtoc: true
 permalink: docs/guides/agcdn/submit-request
 contenttype: [guide]
@@ -22,18 +22,21 @@ This section provides information on how to submit a configuration or support re
 
 The Pantheon Professional Services (PS) team works closely with partners to provide customized solutions for the most complex technical challenges and ensure your success on Pantheon. Managed updates with AGCDN take care of a lot of developer work. You can submit a configuration request or a request for AGCDN support if you would like to change or update your configuration, or if you site is not behaving as expected.
 
-## Submit a Request
+## Submit a Change Request
 
 Follow the steps below to submit a ticket for a configuration change or support request.
 
-1. Review [Support Ticket Best Practices](/guides/support/support-ticket/#best-practices).
+1. [Go to your professional Workspace](/guides/account-mgmt/workspace-sites-teams/workspaces#switch-between-workspaces), then go to the **Edge** tab.
+1. Click the **Go to request form** button.
+1. Complete the form with all relevant details about your request. 
+1. Submit your request.
 
-1. Complete the steps in [Ticket Support](/guides/support/contact-support/#general-support-ticket). 
+ ![AGCDN change request form to submit tickets for configuration changes](../../../images/dashboard/new-dashboard/2024/agcdn-change-request.png)
 
-    ![Screenshot of the Support Tab](../../../images/dashboard/new-dashboard/2024/support-tab.png)
+After submission, you will be switched to the **Support** tab of your professional workspace and the new AGCDN ticket will be open.
 
 ## More Resources
 
 - [Support FAQs](/guides/support/faq/)
 
-- [Professional Services](/guides/professional-services) - Learn all the great services our expert team can provide.
+- [Professional Services](/guides/professional-services) - Learn all the great services our expert team can provide.

source/releasenotes/2025-01-15-agcdn-change-requests.md

@@ -0,0 +1,21 @@
+---
+title: Improved AGCDN support experience now available
+published_date: "2025-01-15"
+categories: [user-interface, account-management]
+---
+
+## What's new?
+
+An improved support experience for [Advanced Global CDN (AGCDN)](/guides/agcdn) customers is now available in the **Edge** tab of your professional workspace. 
+
+From this tab you can now submit a change request form for modifying AGCDN configurations. After the form is submitted, a new AGCDN support ticket is created with improved routing internally - resulting in fewer delays and faster updates.
+
+To learn more about this experience, see [related documentation](/guides/agcdn/submit-request).
+
+## Why is this being done?
+
+Previously, the Advanced Global CDN service lacked a dedicated category within the Support dashboard. This could result in delays and inefficiencies when processing requests, as critical details were often missing or had to be clarified through additional communication. The new Change Request Form is designed to collect all necessary details upfront.
+
+## What's next?
+
+The roll-out of this form is a first step toward providing Pantheon's AGCDN customers with a dedicated area in the workspace to make AGCDN changes. In the future, we'd like for customers to be able to make AGCDN configuration changes on their own, if they choose to do so.