How to use Agnitio Support

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The Agnitio Support-team can be reached through the following channels:

  • The Agnitio support portal: http://support.agnitio.com
  • The support mail-address: support@agnitio.com
  • The support-phone: +45 3525 8811 (8 am to 6pm CET on weekdays)

Submitting a ticket

Upon Submitting a ticket, New Users receives a welcome email, requiring the submitter to register for the ticket to Appear in your help desk. Afterwards the end-user has asses to the next bullet point below.

If you want to try it before Tuesday, then sent an email to our test environment suptest@agnitio.com Notices that all e-mails/tickets received this test environment will be deleted by the end of this week, but your user account will remain. If you have real request they should be sent to support@agnitio.com. From Tuesday all incoming mail to support@agnitio.com will be delivered in the new ticket system.

  • Conversations via multiple channels. This includes the following:
    • Web portal: From the web portal you can submit requests or check existing requests, you can also view a list of recently solved and closed requests. The web portal also contains community forums and knowledge bases. End-users can edit their own profile, upload picture profile photo and so on.
    • Phone and E-mail: As mentioned, the support e-mail address will remain as we know it today support@agnitio.com, the same applies to the support phone number +45 3525 8811
  • Tickets can be created by simply sending us an e-mail or it can be done manually from either the web portal or the mobile app. All tickets created will be assigned a unique ID nr that will follow the ticket. Once a ticket has been created all communication regarding the specific ticket will be collected and held within the ticket.
  • Customer notifications: We use triggers to perform action when certain changes are applied to a ticket.
    • Notify requester of received request.
    • Notify requester of comment update on ticket. Whenever our agents comments the ticket.
    • Notify requester of solved request, the customer then has four days to accept or reopen the ticket before it gets closed.
    • Notify requester if tickets exceeds our Standard Service Offering
    • Notify requester if a ticket is escalated.
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