How-to: Tivian Service Desk

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First, you register with your email address in the portal.

To do this, click on "Need an account Sign up".

In the next step you enter your email address, which you want to register in this portal

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Then you will receive an email to verify your email address.

If you want to verify this email address, click on "Sign up". You will be redirected back to the portal and you will see the sign up window.

Here you can see your email address.You can now enter your name and set your personal password to login to the portal.

When you have entered your data, you will see the portal in the next step.

In the portal you can submit a request, check the status of your request or manage your profile.

To submit a request, select the area that your request concerns. In the next step, you can submit your request by filling in the text fields and clicking the "Send" button.

Mandatory fields are marked with a red star.

Fields that are not mandatory do not need to be filled in, but this information is very useful for us to solve your request as soon as possible. 

As soon as you have sent your request, you will see your request once in the detail view in the next step.

In the detail view you can see what happens with your request.

You can read support comments, write comments, view the status of your request, manage email notifications of this request or mark the request as resolved.

You will receive an email with the support comment on your request if you have enabled the request notifications, so you do not need to check the portal regularly to see if you have received an answer to your request.

Of course, you can also turn off the email notifications of a request by setting the notifications to "notifications off" in your request.In this case we would recommend you to check the portal regularly to see if you have received an answer to your request.

 In your request you can also track the status of your request.

To do this, click on "Requests" at the top right of the portal.

Now you can view the status of all your requests and look at your individual requests in detail.

If you have received an answer from support to your request, you can view it in your request. 

Additionally if you switched on the Email Notification, you will receive an Email.

You can then reply to this answer in the portal or mark your request as "resolved".

You can also reply to the Email notification that you received, than your message will be added to your request in the portal.