Contacting Customer Support

Instructions for contacting Customer Support and correctly filling out the Contact-Support Knowledge-Base Form.

Instructions for contacting Customer Support

To contact support, do the following:

1. Login to your Conexiom portal.

2. Depending on your system, do one of the following:

   1. From the navigation rail on the left of your screen, click the Question Mark icon and from the menu that displays, select Contact Support.

   2. From the Support Menu at the top-right corner of your screen, select Contact Support.

3. Fill in the Customer Support web form as described below, under Completing the Contact Support Form.

Completing the Contact Support Form

Company Name*

• The company name is located at the top corner of the Portal

What does this request relate to?*

• Report an Issue

• Submit an Enhancement Request

• Outgoing Documents Inquiry - "Portal says  'delivered' but we did not receive it."

• Incoming Document Inquiry - "My document was not received by Conexiom".

• Notification Inquiry - "I did not receive a notification, but I should have."

• Portal Inquiry - How do I.....?

• Exception Manager

• Change Request

How many trading partners is this affecting?

• A single Trading Partner - If the request is only for a specific Profile

• Add the specific Trading Partner name in the empty field.

• All Trading Partners - If All Profiles are getting affected due to the issue.

• No Trading Partner - If no trading partner is affecting the request.

What is your email?

• Enter your email address where the Support team will response to your request. 

After You Submit

After submission:

• A support ticket is created automatically

• You will receive an email confirmation with your ticket number

• You can track and communicate about your request using the Conexiom Help Center

For help tracking tickets and understanding statuses, see Using the Conexiom Help Center