edoc Customer Portal Guide
edoc Customer Portal Guide
Breadcrumbs

Create a ticket in the edoc customer portal

You can create tickets for various issues (support request or project request) in the edoc customer portal.

Tip

Create a separate ticket for each request. This makes it easier to process and manage your requests.

The following request types are available to you:

  • Report a Software Incident: If you have a technical problem or questions about software and configuration.

    • Example: There are technical problems in an application.

  • Change Request: If you require an adjustment to an existing configuration.

    • Example: You need technical support or want to change the configuration of the application.

  • General Request: If you have a general question that does not require direct technical support.

    • Example: Where can I find the documentation for a specific function?

Suppose you have a technical problem or a question and want to open a ticket.

Things to know

As soon as you enter a text in the summary, articles with potential solutions from the edoc Knowledge Base or the software guides in the edoc Docs Center are suggested to you.

Check whether your query can be solved with one of the suggested articles.

Here's how

  1. Log in to the edoc customer portal.

  2. Click on Service in the Contact us about section.

  3. Click on the appropriate request type, e.g. Report a Software Incident or Change Request.

  4. Fill in all required fields (e.g. summary, description). The fields vary depending on the type of request. Enter a meaningful title (summary) and a corresponding description.

  5. Select a priority. Priority 3 - Normal is displayed by default. The priority depends on how much the problem affects the work.

  6. Upload screenshots or logs under Attachments.

  7. Click on Send to submit your request.

After submitting, you will receive a confirmation e-mail with your ticket number. You can view your ticket in the portal at any time.

If you wish to add further information or documents at a later date, you can either edit the ticket in the customer portal or reply to the confirmation e-mail.

If you need assistance with creating a ticket, our support team will be happy to help you.


Find out more