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Connect to the Support Center
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Only subscribed customers can submit a change request through the Support Center. If you don't have an account yet, please send a request to your administrator who will request it from our support.
Password change request
To reset your password, you can enter your email address on the Support Center and receive a reset email. If you enter the wrong password when trying to log in, this link will appear. All you have to do is enter your email and follow the instructions from the Support Center.
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The Support Center is organized around Tickets. They correspond to discussion threads that you can initiate. There are several different types of tickets:
Idea
Question
Incident
Idea
An idea on the improvement, functional coverage of one of our products is always welcome.
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These ideas will be taken in consideration by our support team and shared with the rest of the team in order to decide on their integration into our product roadmap. In this case, the ticket will be closed, and the progress will be monitored outside the support center by one of our project managers.
Question
Question about how an enRoute product works, about a business need, about the paths in the application, etc.
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Here we can help you test and then adopt new features, for example. If our applications do not allow certain operations in easy way, it is possible that these discussions lead to the development of new features or improvements to those already in place. In this case, the ticket will be closed, and the progress will be monitored outside the support center by one of our project managers.
Incident
Our quality approach accompanies the entire life cycle of the software. In order to guarantee the best use of our platforms, we invite you to report to us any incidents that you may encounter in your use of them.
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To improve the time it takes to handle the anomaly by our Support teams, we always need the details on context: here are some rules to make sure we understand your problem.
The title of the incident
The title should be clear and composed as follows: “Subject - Page | explicit title ”
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Once the title is indicated, the support center will automatically suggest you to consult articles of the knowledge base, corresponding to your request.
Description content
At a minimum, the description must include the following information:
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