How do I get support?

How do I get support?

If you have a problem or question about idgard, please browse our extensive Service Center first - most of the time this will already solve the problem or answer your question.

However, if you were not able to solve the problem and need further assistance, please submit a support request to us. Our support team will then contact you via the ticket.

Create a support account

In order to submit a support request to idgard, you will first need an account with idgard support. If you do not already have such an account, create one as follows:

1) On the https://service.idgard.com/portal page, click "Sign Up" in the upper right corner:



2) Enter your first and last name and your business email address. Enter the captcha text and then click "Sign Up".


3) You will receive an email at the given email address with the subject idgard Service Center Customer Self Service Portal Invitation. Confirm your e-mail address by clicking on "Accept invitation" in the e-mail.

4) Enter your desired password in the "Password" field and additionally in the "Confirm Password" field and click on "Register".

5) Your idgard support account has been created and you are now logged in to idgard support. Instead of Login and Register, the initials of your name are displayed in the upper right corner.

Login with your support account

If you have already created an idgard support account, you must be logged in with it to submit an idgard support request. If you are not logged in yet, proceed as follows:

1) On the https://service.idgard.com/portal page, click "Sign In" in the upper right corner.



2) Enter the email address you used to sign up for idgard support and then your password.


If you have forgotten your password, click "Forgot your password? Reset" to set a new one.

3) If you do not wish to log in each time you visit the site, click on "Remember me". You will then remain logged in until you log out again.

4) You are now logged in to idgard support. Instead of Sign in and Sign up, the initials of your name will be displayed in the upper right corner.

Submitting a support request (a ticket)

Once you are logged in to idgard Support, you can submit a support request as follows:

1) Click on "Add Ticket" in the upper right corner.



2) Select the subject area of your support request and click on "Submit Ticket".

3) Fill out the displayed form as detailed as possible. Depending on the selected subject area, different additional fields will be displayed for you to fill in.

For optimal processing and tracking of your support cases, we recommend that you limit each of your support requests to one ticat. If you have multiple concerns that affect differing areas of idgard, please submit a separate support request for each topic.

Please note that any attached files must not contain any personal or sensitive data. Please understand that corresponding files must be deleted by our support team and therefore cannot be considered for the processing of your support request!

4) Click "Submit" to submit the ticket.

5) A new support ticket with a unique number will be created automatically for your request. You will receive an email informing you about the ticket receipt by the idgard support team and informing you about the ticket number of your request.

Overview of your support requests

To view your previous support requests and their status, proceed as follows:

1) Log in to https://service.idgard.com/portal and then click on "My Area":

2) A list of all your open and previous support requests is displayed. To the right of the ticket you will find the respective ticket number (e.g. #12345), via which each request can be clearly identified.


Open
The request is being processed by the idgard support team. Please wait for their response.
In Progress
The request is being processed by the idgard support team. Please wait for their response.
On Hold
The request has been answered by the idgard support team. A response from you is needed to continue.
Closed
The request has been marked as "solved" by the idgard support team as the case is closed.

3) In order to determine by which idgard employee your request is currently being processed, you will find the initials of the name of the idgard employee in question under "My Area" in the ticket list.

Respond to questions from the idgard support team


If idgard support team has responded to your request and needs more information from you (Status "On Hold"), you can reply in the following two ways:

(a) Simply reply to the most recent email you received from idgard Support requesting a response. Your email response will automatically become part of the ticket. 

b) Or use the overview of your previous requests on https://service.idgard.com/portal . Click on the subject of the requested request and then on "Reply":



After that, a form will appear where you can enter your answer and add file attachments if necessary.