Support Options

There are three avenues for support across Conexiom, depending on the type of assistance that you require.

• Knowledge Base
• Change Requests
• Contact Support

Conexiom Knowledge Base: Portal Guidance and Basic Troubleshooting

Use for:

• Learning how to use Conexiom's features and workflows
• General information about Conexiom and its products
• Setting up a new trading partner
• Guidelines and tips for submitting a change request
• Troubleshooting FAQs
• Information about software updates, including new features, bug fixes, and improvements

Change Requests

When you need to make updates to mapping or logic, along with submitting an email, you can make change requests through the portal. Click Change Request on the Customer/Vendor-Details page in the Documents sub-tab or the Documents page.

Options menu on a Documents Sub-tab of a Customer Details Page

Use for:

• New trading partner mapping
• Changes to an existing trading partner map (such as document layout, logic/rules, transformation, assign key, etc.)
• Deactivation of a trading partner
• New cross-reference table logic
• Requesting more details about why a document is “Not Processed”
• Exception Manager issues, such as all fields displaying red or not loading

Customer Support

When you need more in-depth support on technical issues, you can access support in the portal by clicking the Contact Support button or through your in-app assistant.

Contact Support Button in Portal

Use for:

• Additional assistance not found in the Conexiom Knowledge Base
• Technical issues such as login failures, limitations on reports, and webpage errors
• New delivery or transfer credentials such as SFTP username and password updates

• Reinstate deactivated trading partners
• Expedite a Conexiom change request