To further improve the availability of our Technical Support, a modern Customer Service Portal is now available to you. This tool allows you to submit and manage support requests independently. In addition, our knowledge base, which contains articles on various topics relating to the ISGUS product range, provides useful assistance.
This article contains a useful step-by-step guide on how to use the ISGUS Customer Service Portal categorised by:
- How to Access the ISGUS Customer Service Portal
- Registration and Login
- Knowledge Base Search Function
- Submitting a Request
- My Requests
- Tracking the Processing Status of My Requests
How to Access the ISGUS Customer Service Portal
The Customer Service Portal is accessible via the following link:
To be able to read the articles in the knowledge base, you need to register on the Customer Service Portal and agree to our privacy policy.
Registration and Login
To register on the ISGUS Customer Service Portal, click [Sign in] at the top right of the page:
Then click the [Sign up] button next to “New to ISGUS”?
You can now enter your first and last name as well as your e-mail address. You can also obtain an overview of the applicable privacy policy via the links shown in below screenshot.
To complete your registration, click [Sign up].
Within a few minutes, a link will be sent to your e-mail address allowing you to assign a password:
Click the “Create password” link included in your e-mail:
A new window pops up to create your personal secret password:
Once you have assigned your secret password, you can log in to the ISGUS Customer Service Portal with your personal login credentials. To this end call up the following link https://support.isgus.com/ and then click [Sign in].
Knowledge Base Search Function
The knowledge base comes with a full-text search function that allows you to search across existing articles with practical solutions to your problem. Ideally, you will find an article explaining how to solve the issue without further assistance from the Technical Support team.
To start the search, enter a search term (a specific word or phrase) in the search mask and click [SEARCH]. The hits matching the search query are shown in the “Top articles results” pop-up window.
Alternatively, you can select a category to scroll through and read the articles contained therein:
Submitting a Request
If you cannot find what you are looking for in the knowledge base, you can send a support request to the Technical Support team at your local ISGUS branch office.
To do this, simply click the [Submit a request] button in the menu at the top right.
Now click [Support request] to call up the support request form:
Here you can fill in your first and last name, your telephone number for a direct callback as well as the subject of your support request. You will be offered suggestions for knowledge base articles that you can click on and read. If no suitable contribution is listed here, please fill in additional fields.
Use the “Support category” selection field to select the type of support you are looking for:
For example, if you select “Time recording”, further fields on this topic will be listed.
Once you have selected the support category, you can further specify your issue in the “Description” field. The more precisely you describe your request, the fewer queries you will receive and the easier it will be for our support team to resolve your issue quickly.
Please confirm your consent to data privacy by ticking the “Data privacy consent” box:
Then click the [SUBMIT] button to send your request.
As soon as you have sent your request, you will receive a confirmation of receipt by e-mail:
If you wish to add further comments or have forgotten to include any details, you can simply reply to the confirmation e-mail. Additional comments will be added to your request.
My Requests
Once you have completed registration and are logged in to the Customer Service Portal, you can view the status of your request(s) or add comments to it at any time:
Tracking the Processing Status of My Requests
When you select a request, its content opens and you can add information to your request under “Add to conversation” if applicable. To the right of the text you will see further information, such as the processing status of your request:
The following processing statuses are available:
Open = New ticket
Pending = Waiting for your reply
Solved = Request solved
Once a support employee has replied to your request, the response will appear below your request. The processing status is automatically updated. In this case, your request has been set to “Solved”:
Additionally, you will be informed by e-mail as soon as your request has been processed: