Basic - Xilnex Support Help Center

1.0 Xilnex Support Help Center

Welcome to the Xilnex Support Help Center – your one-stop destination for comprehensive resources, including our Knowledge Base, FAQs, and a seamless way to sign up and submit support tickets to our team.

2.0 Sign Up

If you haven’t registered yet, simply click on ‘Sign Up’ to get started. Enter your name, email address, and complete the CAPTCHA to create your account before signing in.

Once you’ve signed up, you will receive the message below. Please check your registered email inbox.

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An email invitation will be sent to the registered address. Simply click ‘Accept the invitation’ in the email to complete your registration.

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After accepting the invitation, you'll be prompted to create your own password for signing in.

3.0 Sign In

Registered users can sign in to raise tickets with Xilnex support or check the status and updates of their existing tickets.

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3.1 Forgot Password? Reset

Clicking this will send an email to your registered address, allowing you to reset your password.

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4.0 My Area

My Area is designed for users to sign in, raise tickets, and track the status and updates of their existing tickets.

Once you sign in to My Area, you will see the screen displayed below.

4.1 Add Ticket

Click on ‘Add Ticket’ if you'd like to submit a new issue or request to our support team.

4.1.1 Secondary Contacts (CCs)
Optional: If you'd like the ticket to be emailed to someone other than yourself, you can use this option.

4.1.2 Subject
This is a mandatory field where you need to enter details related to the issue.

4.1.3 Description
Provide a detailed description of the issue you’d like to raise with our support team

4.1.4 Attach a file
Attach any supporting documentation related to the reported issue.

4.2 My Tickets

This section displays all tickets created by you, regardless of their status.

4.3 My Open Tickets

This section displays all the tickets you’ve raised that are currently in ‘Open’ and ‘New’ status.

4.4 My Closed Tickets

This section displays all tickets you’ve raised that are currently in ‘Closed’ status.

4.5 My On Hold Tickets

This section displays all tickets you’ve raised that are currently in ‘On Hold' status.

4.6 My Overdue Tickets

This section shows all the tickets you've raised that are currently overdue. You can reply directly to any ticket to expedite the process or inquire about its status.

4.7 Team Tickets

If you have requested access to view tickets raised by others within your company, they will be available under Team Tickets.

Team Tickets visibility is limited to users within the same company account.

Ensure you have the correct access permission/role; otherwise, the Team Tickets option may not be visible.

This view helps improve collaboration and avoids duplicate ticket submissions.

If you are unable to view Team Tickets and would like to request access, please send an email to support or create a support ticket to submit your request.

5.0 Knowledge Base

Under the Knowledge Base, users can access and review all related documents on the system at their convenience. A screenshot of a computerDescription automatically generated

6.0 FAQ

You can find the Frequently Asked Questions by search in the search articles field.