How to: the Support Website

Modified on Fri, 10 May 2024 at 10:36 AM

INHALTSVERZEICHNIS


Registration


If you are logged out or visiting the customer portal for the first time, you can register or log in at the top right of the menu bar. 



To register, the full name, an e-mail address (preferably an e-mail address of the associated company for better allocation) and consent to data protection are required.



If you click on "Register", an e-mail will be sent to the specified mailbox.



The e-mail contains the activation link. If you click on it, you will be redirected to the corresponding website to complete the registration.



Now all you have to do is enter a password and click on "Activate and log in" to be redirected to the customer portal.




Login


You can log in via the "Log in" button in the menu bar ( 1 ). On the page that appears, it is necessary to enter your e-mail address and the corresponding password ( 2 ) and then click on "Log in" ( 3 ).



If you don't want to register, you can also log in directly with your Google Login or Facebook Login.


Forgot Password


If you have forgotten the password for your account, you can click on "Forgot password" under the login button on the login page. You can then enter your e-mail address on the page that appears. The e-mail with the link to reset the password will be sent to this address.



Submit a Ticket


To submit a ticket, you can click on "Submit a ticket" in the menu bar at the top to access the form. This must be completed in full before it can be sent.



It is also possible to submit a ticket without registering. However, without logging in / registering, you cannot view the status of the ticket and can only track the e-mail history in your own mailbox.


Important Note
When submitting a ticket without registering, please make sure that the e-mail address is spelled correctly. Otherwise you will not receive any feedback from us.


To ensure a smooth process and fast processing, it is important that all information is provided honestly and precisely. The less information you have to ask for, the faster you will receive a meaningful answer.

The form has the following mandatory information:


  • E-mail address
  • Full name
  • Name of the company
  • Subject of the request
  • Description of the request
  • Data protection consent


You can also enter your customer number if you know it.

Once the form has been completed and you press "Submit", you will be redirected to the homepage of the customer portal. You will receive confirmation of receipt of the ticket by e-mail.



Overview of submitted Tickets


A contact who is not registered will only receive feedback on their request by e-mail. 

If the user is registered, they can also view the processing status at any time in the customer portal. To do this, select the "Tickets" tab in the menu bar.



If you click on the ticket, you will be taken to a detailed view of your requests and have various options for further processing.



On the one hand, you can view the original message again. But you can also write a new reply directly. You also have the option of adding another additional email addresses to the history or closing the ticket. And can adjust the ticket details there at any time.


Knowledgebase


The customer portal offers a knowledge database in which the most frequently requested topics are listed. However, a look at the manuals is essential for a comprehensive view of the topics. 


The manuals can be found online here: https://www.cadenas.de/de/manuals or alternatively within the application by pressing F1.




The knowledge database can be accessed in different ways. If you click on "Knowledgebase" ( 1 ) in the menu bar, you will get an overview of all folders and their articles. You can also simply enter a search term ( 2 ) and select all articles.  "Search all articles" ( 3 ) leads to the same comprehensive display as ( 1 ). You can also view the articles in a specific category ( 4 ).




 

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