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If you are logging in to the OIXIO Digital Customer Portal (https://servicedesk.oixio.eu/) for the first time, you need to request a password first by selecting "Sign in" from the top right corner,


then clicking the "Forgot your password?" button on the page that opens.


Enter your email address in the email field, then click the "Send" button.

 
 
If you have forgotten your password, follow these steps:
On the Sign in page, click "Forgot your password?".  
On the page that opens, enter your email address in the Email field and click "Send".
Check your email inbox for a message from support.ee@oixio.eu. This email will contain a link to reset your password. The link will have the same beginning as the client portal address.
Note: Before clicking the Reset button, make sure the email sender is support.ee@oixio.eu.
 
 
To access the OIXIO Digital Customer Portal, follow these steps:
On the customer portal homepage, select "Sign in" from the top right corner.


Log in using your username (your email address) and password.
 
 

The homepage of the customer portal offers the following options:

  1. Create a new case – "Create case"
  2. Overview of cases – "My Cases" and "My Support"
  3. My profile information and log out – by clicking on your name at the top right
  4. Link to the homepage – house icon in the menu bar
  5. User guide
  6. Privacy policy and technical cookies policy

 


 


 


 

 

There are three ways to submit a new case:

  1. Select "Create case" from the homepage.
  2. Select "My Cases" from the homepage and then "Open a New Case" from the window that opens.
  3. From the top menu, go to "My Support" -> "Open a New Case".

 


To submit a new case, fill in the fields as follows:

  1. Customer – Your company (can only be changed for group companies).
  2. Contact – Your name (cannot be changed).
  3. Case Type – Default is "Request"; if you have a P1 contract, you can choose P1 case.
  4. Priority – The priority of the task.
  5. Customer Product – Click the magnifying glass icon to select the product or solution related to the case.
  6. Title – Title of the task.
  7. Description – Description of the task.
  8. External ticket ID – Option to add the ticket number from your ticket management system.
  9. Attach a file – Option to attach files related to the task.
  10. Submit – Saves and registers the case in the customer portal.
Note: Fields marked with asterisks (*) are mandatory.
 
 

When logged into the customer portal, there are several ways to view the list of cases:
  1. From the homepage, click on My Cases
  2. From the top right menu, select My Support
 

Upon opening the page, an overview of the open cases will be displayed.
For detailed information about a specific case, click on the case number. This action will display a detailed view of the case.
 
 

By default, the customer portal displays a list of open cases.

  1. View Options – Choose between viewing open, closed, or all cases.
  2. Case Search – Search across all fields. To search for a word within a field, add an asterisk (*) before or after the word.
  3. Case Filtering – Filter the list of cases based on selected criteria:
    1. Company (for group companies)
    2. Contact
    3. Case Type
    4. Case Title
    5. Status Reason
    6. Priority
  4. Add a New Case
  5. Case Number – Clicking on a case number opens the detailed view of that case

 

 

 

Detailed View of a Case

  1. Case number – The unique identifier for the case.
  2. Status Reason – The current status of the case.
  3. Assigned To – The OIXIO Digital employee currently handling the case.
  4. Created on – The date when the case was created.
  5. Sub Status – Additional details about the case status.
  6. Contact – The person who submitted the case.
  7. Customer – The company on whose behalf the case is registered.
  8. Case Type – The type of case: Request or P1 issue.
  9. Last Updated – The date and time of the last update to the case.
  10. Customer Product – The solution related to the case.
  11. Priority – The priority level of the case.
  12. Live date – The date when the development related to the case was put into Live.
  13. External ticket ID – The ticket number in your ticket management system.
  14. Estimation – Estimated effort related to the development associated with the case.
  15. Release – The name of the release where the development associated with the case was put into Live.
  16. Description – Description of the case.
  17. Timeline/Add Comment – The timeline displays comments related to the case. Use "Add Comment" to add additional comments to the case along with images.
  18. Documents – Attachments related to the case.
  19. Watch List – A list of contacts who should receive email notifications related to the case.

 

 

 

 
 
 
 
To provide additional responses or feedback on a case, open the specific case you want to add feedback to and click on the "Add Comment" button.
 

 
When the window opens, type your response and, if needed, add pictures or attach a file.


To submit a new comment or attachment to the case, click on the "Add Comment" button. To cancel the action, simply close the window by clicking the cross (X) icon.

 
 
 

You can add contacts who receive notifications about changes related to an open case.
To add a new contact:

  1. Go to the open case
  2. In the "Watch List" section, click on "Add".

 

  1. In the open window, open the dropdown menu, which will display a list of contacts registered in your company.
  2. Select the appropriate contact.
  3. Click "Submit", after which the selected contact will be added to the recipients of notifications related to changes in the case.
 
 

You can mark a case as resolved by clicking the "Resolve case" button located under the case details.

 

The customer portal asks for confirmation, and upon receiving confirmation, it changes the status of the case to "Resolved"
 
 
To view your own profile data, click on your name at the top right and select "Profile“.

 

On the page that opens, you can edit your information, and to save the changes, click on the "Update" button.



 
 

OIXIO Digital Customer Portal also supports communication via email.
  • Creating a New Case
To create a new case in OIXIO Digital Customer Portal, you need to send a description of the issue to support.ee@oixio.eu. It's important that your user account associated with your email address is previously registered in the customer portal. Only then will your email sent from your email address be directed to your company's list of cases.
  • Responding to Notifications
When OIXIO Digital writes a question or response regarding a registered case in the customer portal, you will receive an email notification. If you reply to this notification email, your response will automatically be linked to the corresponding case in the customer portal, allowing OIXIO Digital to receive feedback.