New support platform for MediusFlow

On April 17, 2019 we are launching a new support platform. We are making access to support easier – whether you choose to use self-service tools or have our support agents assist you.

The new platform includes a support portal where you can access answers to frequently asked questions, submit and view status of your tickets and provide feedback after a ticket is closed.

support portal overview 

How to contact MediusFlow Customer Support as of April 17, 2019

Log a ticket in the Support Portal

To contact MediusFlow Customer Support as of April 17 we ask you to log a ticket through our support portal: https://support.mediusflow.com.

The first time you log in you will be prompted to activate your user account, see the user guide below on how to activate your account.

New e-mail address to Customer Support

Please note our updated e-mail address: support@medius.com.

To guarantee all support e-mails are delivered to you, including notifications from the support portal, please make sure your e-mail application trusts this sender. Reach out to your e-mail system administrator if you are unsure of how to do this.

During a transition period you may also contact MediusFlow Customer Support by e-mail. A ticket is then automatically generated in the support portal. However, to benefit from our online help content, we recommend that you use the support portal as a first choice.

Important information about GDPR

Note that Medius new support platform is provided by Freshworks Inc (“Freshworks”) located in the US. To the extent Freshwork will process personal data on behalf of Medius, Freshwork will act as a sub-processor of Medius in accordance with the terms of the MediusFlow Data Processing Addendum available at /en/legal/Data-Processing-Addendum and the requirements of applicable data processing legislation, including the GDPR.

User guides

Activate your account

Activate your account in our support portal and log your first ticket

  1. Go to the MediusFlow support portal at https://support.mediusflow.com
  2. Click the 'Sign up with us' button
  3. Fill out your full name, the e-mail that includes your work-related domain, tick mark the ‘I am not a robot’ box and click the 'Register' button. An e-mail will be sent to the e-mail address you provided
  4. Open the e-mail and click the activation link
  5. Select a password and press the 'Activate and Login' button

support portal sign in

Submit a ticket

The best way to submit a ticket using the new MediusFlow support portal

  1. Login to our support portal http://support.mediusflow.com
  2. Click on the 'New Support Ticket' Link
  3. Select Type in the drop-down list
  4. Select the relevant Function in the drop-down list
  5. Provide a subject header in the Subject field and details in the Description field
  6. Consider including a screen shot by clicking on the 'Attach file' icon
  7. Click the 'Submit' button

You will receive an e-mail notification that your ticket has been created. Please note that our customer support e-mail address is updated as per the information above.

support portal create new ticket

support portal submit ticket

 

View ticket status

You can view ticket status directly in the support portal at your own convenience.

To view status of your tickets, follow the steps below. Please note that you can also export a complete list of tickets.

  1. Click on the 'Check Ticket Status' button or go straight to the header 'Tickets'
  2. This will open a new view where you see a summary of your tickets and ticket status
  3. Click on one of the ticket headers to view ticket details, latest conversations as well as an opportunity to provide a comment or further details regarding the ticket
  4. Comments and further details can also be provided by answering a ticket status notification e-mail sent to the e-mail associated with your MediusFlow support portal account

support portal view ticket status

Provide feedback on our service

We welcome all types of feedback – that is how we improve our service to you.

An e-mail asking for your feedback will be automatically sent once a ticket status is changed to "Closed" in the support portal.

  1. Open the e-mail.
  2. Select one of the preset alternatives on the scale - it is equally important for us to understand what works well as well as what needs to be improved
  3. After you rated our service you will be prompted to provide more details in a text box – please add a few words, as it will be extremely helpful for us to understand what made you satisfied or dissatisfied with our service and how we can improve
  4. Click the Submit button

support portal feedback

Your feedback on our service is now available for the MediusFlow Customer Support team to review and analyze. Thank you!