First steps with the customer portal
Change portal language
The user language of the portal can be easily changed in the profile settings. Currently only "English (UK") is supported:
Click on "Edit your profile"
Set the Language to "English (UK)"
Login/Create new account
Log in with your e-mail address via https://help.egeli-informatik.ch or register for a new account. If you are registering for a new account, you will receive an e-mail asking you to complete your registration. You must then define your full name and password.
If you have forgotten your password, please open the Helpdesk page at https://help.egeli-informatik.ch and, after entering your e-mail address, click on "Sie können sich nicht einloggen?" and follow the instructions.
Main page
After logging in, you have various options:
(1) Search for knowledge articles
Here you have the opportunity to search for existing knowledge articles in order to help yourself if necessary. Since most of the solutions and environments at EGELI Informatik are very individual, we can only publish general information here.
(2) Create a new ticket for debt collection software and individual solutions
Create a new ticket for debt collection software or individual solutions here.
(3) Create a new ticket for IT and hosting
Create a new ticket for IT, hosting, Office 365, etc.
(4) Overview of the existing tickets
Here you will find an overview of all tickets for your organization. So also tickets that your work colleagues have created. You also have the option of influencing existing tickets.
(5) Profile and Settings
In the profile you can save a photo, change the password, change the language to Englishi (UK) or change your display name.
Change the language of the customer portal to English
Customers can change their own language preference in their profile.
Click on the avatar on the top right of the main page
Select Profile
In the Language ("Sprache") drop-down, choose the preferred language (Please note only “English UK” is supported at the moment).
Click Save ("Speichern").
Please note that some elements might still appear in German. In addition, most helpdesk articles are written in German only.
Create a new ticket
When creating the ticket, you have 5 options:
(1) Summary
This is the subject of the ticket. Please enter a meaningful title here, which allows good conclusions to be drawn about the content of the ticket.
Bad subject examples
Error
New employee
Urgent
Meaningful subject examples
Error after running process XY
New employee Max Mustermann as of February 1, 2021
No login possible (and determine the urgency in field (3)
(2) Description
Capture the problem, change request or order as precisely as possible. The more information we initially receive, the quicker the process can begin.
Additional tips for opening a ticket
If you use the following scheme when opening a ticket, you will make it easier for our support staff to process your ticket.
Description:
A clear and concise description of the request.
Steps to reproduce the request:
On which environment does the topic occur?
In which dossier?
Which process is affected?
Screenshot of the error message(s)
Expected result:
A clear and concise description of what you expected.
Additional Information:
Add other (supplementary) information to the request here.
(3) Significance
Please define the scope from your point of view. This helps us to correctly prioritize the ticket right from the start.
(4) Attachments
Here you have the option of sending attachments. Whenever possible and useful, screenshots of the entire screen are helpful.
(5) Privacy
Here you can define whether your entire organization can see it or whether it is a confidential ticket. Confidential tickets are treated like other tickets by us, but they are not visible to your work colleagues.
Finally, click Create (Erstellen).
Manage existing tickets
Log into the customer portal and click on "Request (Anfragen)" at the top right and select "My Requests (Meine Anfragen)". All tickets are listed here. You can use the filter options above to filter the tickets accordingly or search for content on the far right.
In the Status column you can see where your ticket is currently.
For tickets with the status "Waiting for customer (Wartet auf Kunden)", we are waiting for your feedback.
As an example we open the ticket "HD-18778 - Testticket".
There are three important areas here:
(1) Activity: The history of the ticket can be seen under activity in descending order.
(2) Comment: You can comment on the ticket here.
(3) Status: via Done (Erledigen) (ticket is done, everything ok) or Cancel (Abbrechen) (has been superfluous, do not undertake any further activities) you can complete the ticket yourself.
You can still create new tickets via email at helpdesk@egeli-informatik.ch or reply to incoming email messages to enter comments.
Important instructions
The customer portal is a live system. Everything that is changed on tickets is immediately visible to everyone involved.
E-mails can be sent with a delay of up to 15 minutes. It can happen that a ticket undergoes several changes within 15 minutes. These are then sent together in one email.
If a ticket has the status "Wartet auf Kunde (Waiting for customer)" for 1 week, you will receive a reminder email. After a further week, the ticket will be switched to inactive. After another week, the ticket will be automatically closed. If you still have an input, a new ticket must be created.