Contacting Haiilo's Service Desk

We understand that every Haiilo customer may need some help and guidance at times, and our Service team is here to support you. Our Service team is available to assist you during our support hours from Monday to Friday, between 09:00 and 18:00 CET. We are committed to providing you with the help you need and ensuring that you have a seamless experience with our platform.

Access the Service Desk

Our Service Desk provides four different service packages, each with a specific number of service accounts and response times. Only a person with an assigned service account can create tickets in our Service Desk, so it's important that you choose a package that meets your requirements. You can select your preferred service package during the sales process.

The packages come with the following number of service accounts:

  • Basic: 1 account
  • Bronze: 3 accounts
  • Silver: 5 accounts
  • Gold: 10 accounts

After signing the contract, the main contact person from your company gets an invitation and introductory email from our Service Desk. We'll also ask which other people from your company should receive accounts based on the available accounts you have. Every person with a service account from your company will be able to create and collaborate on tickets, as all tickets assigned to your company are visible to all your company's Service Desk users.

Every service account should be used by a single person only. Therefore, you cannot use a shared email address for an account.

If you want to change your service package to receive more service desk accounts or faster response times, kindly contact your Haiilo Account Manager for assistance.

Log in to the Service Desk

After receiving an invitation to join the Service Desk and setting up their accounts, the user can log in to the Service Desk by selecting Sign in in our Support Center header.

To change your password for the Service Desk at a later time, select the Change password option in your user profile drop-down. If you forget your password, you can select the Forgot password? option on the login page and an email with instructions on how to reset your password will be sent to you.

Create a ticket

You can create a ticket after you've logged into the Service Desk with your assigned account.

  1. Select Submit a request to open a new ticket.
  2. Select a ticket type. There are two ticket types available:
    • Use this ticket type if you need any service outside of reporting a problem.

      This includes, for example, questions on the product and its functionalities, licensing, who to contact, etc.

    • Use this ticket type if you want to report problems or errors with Haiilo.

      If you've identified an issue in the platform, it's helpful if you can provide us with detailed information from the start. Use the table below to understand what information you can prepare.

      Issue Provide the following information in your ticket:
      You see a red error message

      Create and attach a HAR export of the behavior.

      The issue only occurs for certain users

      Provide the email addresses of the users who have experienced the issue.

      This will allow us to investigate by accessing your Haiilo. Sometimes, user-related settings or permissions can cause inconsistencies.

      The issue only occurs in certain browsers

      Provide the browser name, browser version, operating system and its version, and any installed extensions or plug-ins (e.g., adblockers, translation tools, etc.).

      The issue only occurs in certain elements or circumstances

      E.g., on certain pages or when doing XYZ

      Provide any information that can assist us in identifying the problem. This includes details about the element in your platform that is causing the issue, as well as any affected devices.

      If you have noticed any differences between the affected device and other devices, please let us know.

  3. Add optional CCs to your ticket. Only users with accounts in Haiilo's Service Desk can send and receive responses. You shouldn't add a user who doesn't have an account as cc, as they cannot participate in the discussion.
  4. Enter a subject for your ticket that shortly describes it.
  5. Enter the description of your question or issue. Be as detailed as possible.
  6. An Issue request is given a priority. A service request ticket has no priority. Our terms of use determine the definition of priorities, and our team reserves the right to make changes if a priority has not been set correctly. Please choose a priority using the following criteria:
    • Low: A service is running without restrictions in terms of functionality, quality, or performance. General inquiries or another type of problem.
    • Medium: A service is running with limitations but is nonetheless available, or a workaround exists.
    • High: A service or an individual component of the service has significant quality limitations.
    • Blocker: A service is completely down, business-critical applications are unavailable, and no workaround exists.
  7. Choose the module that you're using and that is affected. It's alright if you're unsure about your module, choose one, and our team will be able to make any necessary corrections later.
  8. Add attachments. Providing screenshots or a screen recording can speed up the investigation of your request.
  9. Submit your ticket, and our team will get back to you as soon as possible.

When you submit a ticket, please create only one ticket for each question or problem. This allows you to keep track of previously answered queries. Our Service team will split multiple questions in one ticket into multiple tickets, if necessary.

View the progress of a ticket

You can view your requests in the Service Desk by opening your user profile drop-down > Requests > My requests. The tabs Requests I am CC'd on and Organizational requests provide an overview of the tickets to which you have either been actively added or which have been created by another Service Desk user in your company.

When a ticket is processed, it's given one of the below statuses:

  • Open: A newly created ticket or a ticket you answered that's waiting for an answer from our Service team. This means we're working on responding to your request and are possibly conducting tests or consulting our colleagues. 
  • Awaiting your reply: A ticket that's waiting for a response from you. This means we have provided an answer and are waiting for your reply. You can see our comments in the ticket itself. You also receive an email when we respond to your tickets.
  • Solved: A completed and resolved ticket. This means we have resolved the ticket. You're welcome to reopen the ticket within 14 days if you still have any questions. To do this, simply reply to the ticket again. Tickets that have been closed for more than 14 days cannot be reopened, but you can create follow-up requests based on them.

Service request tickets are automatically closed after 30 days of no response from the customer side. Issue request tickets automatically ask for a status update from you after 30 days. If we don't receive an update after another 5 days, we will automatically close these tickets as well.

To be notified via email of new tickets created by other Service Desk users at your company, you can select Follow organization in the Organizational requests tab.

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