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Customer Self-Service Portal

 
Our Customer Self-Service portal is used by customers, partners and our employees to submit cases related with software products, data or machines and robots. The portal has an extensive Knowledge Base where you can find solutions to known issues or extended documentation on different topics. We recommend searching for a solution before submitting a case. 

Create the case

  1. Login with your account and open the Support page (1)
    In the my support page you will be able to see every case your company has submitted. The cases are directly displayed from the hotline CRM system and no matter who created them, a colleague of yours or our hotline teams, you will be able to see and update them.
    A user can only see cases related to his company and not any other company. 

     
  2. Open new case (2)
  3. Case description - it is essential to have a very good case description. The better description, the faster we get to an answer for you.
    1. Add an appropriate title
    2. The customer is set by default, reading the data from your user account.
    3. Add name for contact. This should be the person who is submitting the case. Click on the Search button to find it easily in the database. Can be automatically populated by your username, but you can also submit a case from the name of another colleague.
    4. Set priority. The priorities are described in the panel on the right. Please only use high priority for really important and urgent cases. The hotline teams are working on all cases in a sequence based on the priorities of the cases.
    5. Set the subject. The subject types are described in the panel on the right.

    6. Selecting the Subject will unlock additional fields - Subtypes.

       

       

      Citrix

       

      Data

       

      IT Infrastructure

       

      Machines

       

      Robotics

       

      Software

  4. Specify the name of the product/item/article
  5. Specify the range/category of the product (optional)
  6. Describe the case in details
  7. Submit the case


Case files and comments

Files

After submitting a case, you can upload files from the Case Files section. The files are published to an online repository for our hotline teams and your convince. Both parties can update the files and everyone will see the changes live.

Folder structure could be created for a better organization and understanding:

  1. New folder button
  2. Upload the files with the Add files button
  3. Single file should not exceed 10 MB size.

Comments

After submitting a case you can add more information or ask questions related to the case by adding comments. The comments are visible for the complete hotline team and they can also reply back with a comment. Every comment you or our hotline teams are writing sends an automated e-mail reminder for the other party to know there is a new message.

  1. Click Add comment
  2. A pop-up window will appear to enter the comment
  3. Do not upload any files in the comments. It is technically possible, but those files will not appear in the case files afterwards and will make it more complicated for the organization of the case. 

 

exlamation-circleImportant: Do NOT add files in the comments! The uploaded files will not be visible for the developers. Only upload files from the files and folders section (Add files button).

Case resolution

You have there different options during the case process:
Submit the changes - Save changes button

  1. When the case is resolved use Close case (8)
  2. There could be different situations in which the case is not needed anymore and should be deleted - Cancel case (9)
  3. Save Case - will save all changes you made and leave the case open (7)
Keywords: portal, service, case, case create, case submit, open point, issue, customer case