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.
An email invitation will be sent to the registered address. Simply click ‘Accept the invitation’ in the email to complete your registration.
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.
3.1 Forgot Password? Reset
Clicking this will send an email to your registered address, allowing you to reset your password.
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 SubjectThis is a mandatory field where you need to enter details related to the issue.4.1.3 DescriptionProvide a detailed description of the issue you’d like to raise with our support team4.1.4 Attach a fileAttach 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.
5.0 Knowledge Base
Under the Knowledge Base, users can access and review all related documents on the system at their convenience.
6.0 FAQ
You can find the Frequently Asked Questions by search in the search articles field.
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