We use the ticket system to manage all of your setup issues and support requests. Using the ticket system, we can forward your tickets to colleagues and specialists - allowing us to answer your requests competently, with due speed and in a comprehensible way.
In this article, you’ll learn more about activating your account and using our ticket system.
After you have subscribed to Xentral Home user licenses, we will send you an invitation to the ticket system by email. Activate your account by clicking the link in the email and enter a secure password. Your account in the ticket system will then be activated.
You have issues logging in? Please open the link on a computer. If, after entering your password, you get an error message such as "connection refused", this might be caused by faulty browser settings or by an active ad blocker.
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Please allow third party cookies, deactivate your ad-blocker and/or try another browser.
Additional users of an instance are welcome to log in, actively participate in the community and view support tickets from your organization. However, these users do not have the ability to create and comment on tickets. We want to communicate with key users because we are convinced that this will ensure the best support for everyone.
Please be aware of the following guidelines for creating new tickets:
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Please open a separate ticket for each topic.
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If you specify the module or function concerned in the subject line, we can quickly assign your request and pass it on internally to specialists as needed.
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If there is already an unresolved ticket to a topic, please answer directly in this ticket.
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If a ticket for a topic has already been closed, comments are no longer possible. You can however create a follow-up request out of a closed ticket by clicking on creating a follow-up request.
To create a ticket directly in your browser via the ticket system interface:
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Click on Submit a request in the header of the help center.
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Alternatively: Scroll all the way to the bottom of the help center homepage and click on Contact support.
The Submit a request form is displayed.
Carry out the following steps to submit a request:
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Enter your email address in the corresponding field.
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Enter your complete Instance URL in the corresponding field. You can find this URL in the address bar of your browser tab or window in which you are logged into Xentral.
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Activate the option I have an emergency! if you are unable to access your instance.
Important
If you cannot access your instance or have similar problems that affect your operations, make sure that you include a detailed description of the problem in the fields below so that we can help you in a timely manner. Please also note: This option is intended for critical service outages only. In the event of misuse, the ticket will be handled as billable Priority Support, meaning you will face extra costs accordingly.
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Select the reason for this request from the drop-down menu How can we support you?.
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Customer Support: For questions regarding your settings and workflows in Xentral.
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Onboarding & CSM: This category is right for you if you are currently in the onboarding phase with Xentral and are looking to get in touch with your Onboarding Manager.
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Subscription, licenses & invoice: For concerns regarding your subscription, your licenses or your Xentral invoice.
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Developer & Customizing Support: If you are a programmer working on custom Xentral functionalities or if you have questions regarding the Xentral API, we are happy to support you here.
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Include a short and concise summary of your request in the Subject field. Ideally, you mention the affected module here as well.
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Enter all essential details in the Description field. The more details you describe, the quicker and more targeted we can provide assistance. We recommend sending us some screenshots in the Attachments field to illustrate your request.
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In the Attachments field, you can upload files by clicking on Add file or attach them to your inquiry via drag-and-drop.
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Once you’ve completed your input, click on Submit.
Since you will also receive all ticket responses via email, we recommend that you to click on the ticket link in the email in order to log into the ticket system for viewing the responses. To get an overview or to create new tickets, you can also log directly into the ticket system.
You can get an overview of your own requests or those of your organization by clicking on your name and "My activities" in the header of the help center.
Here, you can view the current status of your tickets:
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Open: Your ticket is currently being processed by a support representative.
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Waiting for your reply: Your support representative has replied to you. Check the response and provide feedback:
Does your support representative require additional information? Please reply to the questions directly in the ticket. The ticket status will automatically be set to Open.
Has your support representative suggested a solution? If the answer has been sufficient, you can close the ticket by clicking on Mark as solved.
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Solved: The ticket is considered as resolved by both parties. The ticket retains this status for 14 days. During this time, you can reopen it by writing a reply. After 14 days, the ticket will be automatically and permanently closed.
If you are in a ticket, you can add text at the very bottom into the Contribute to the conversation field, if you like, with screenshots or attachments, then click on Submit.
There is also the possibility to reply directly to the email of a ticket. Add your reply before the line "- Please enter your reply above this line. -" and send the email as usual.
After a request has been resolved, you are welcome to rate your support experience regarding this ticket. We will also send you a feedback request by email. Thank you in advance for your honest feedback.
You have problems with registration or login? Please open the link on a computer. If you get an error message such as "connection denied" after creating your password, this might be caused by incorrect browser settings or by an ad blocker being activated. Please allow your browser to accept third-party cookies, deactivate your ad blocker and/or try another browser.
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In Google Chrome, go to Settings > Privacy and Security. Use one of the following options:
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Allow all cookies
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Block third-party cookies in incognito mode (in this case, you will not be able to use incognito mode to work with the Xentral ticket system)
Important
If you decide to block all cookies or all third-party cookies, you have to add the ticket system website to the category "Websites that may always use cookies" in order to be able to use it
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In Firefox, go to Settings > Data Protection > Security and activate the setting Default. If Strict or Custom are selected, third-party cookies may be blocked.
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On a Safari browser, if you can’t log in or set the password, update to the latest Safari version and make sure that cookies are not blocked. It might also help to disable website tracking.
Tip
If you have issues with the ticket form that you cannot resolve using the troubleshooting tips mentioned above, you may create a new ticket by sending an email to support@xentral.com. For this purpose, please use the mail account for which we have created your user who is authorized to create tickets. Enter a suitable subject line providing a meaningful summary of your request and describe your request in full detail in the mail body, ideally including screenshots. You can also attach files to your email.