User Guide - Evrotrust Support Portal - Zoho Desk
Тable of Contents
Summary & Overview
Purpose of This Guide
How to Use the Evrotrust Support Portal
1. Registration, Login & Forgotten Password
1.1 First-Time Access
1.2 How to Log In
1.3 How to Reset a Password
2. Navigating the Portal
2.1 Home Dashboard
2.2 Tickets
2.3 Knowledge Base (Articles)
3. Defining Request Types & Priorities
3.1 Request Types (Categories)
3.2 Priorities
4. Creating and Managing Tickets
4.1 How to Submit a Ticket
4.2 Updating a Ticket (Comments & Attachments)
4.3 Ticket Statuses
4.4 Ticket Closure
5. Using Articles (Knowledge Base)
5.1 Search & Filters
5.2 When to Use Articles
6. Notifications & Email Updates
7. Ticket Lifecycle Overview
Summary
& Overview
Evrotrust is introducing a new client support system, the Evrotrust Support Portal,
powered by Zoho Desk.
This platform replaces the previous ticketing channel and offers a faster, more
transparent, and structured way to communicate with our Support Team.
Through the portal, clients can:
- Submit and track their support requests in real time
- Access categorized Knowledge Articles for self-service guidance
- Receive automated email notifications for every update
- View their complete ticket history for full visibility
The Evrotrust Support Portal provides a modern, centralized
environment for all communication related to Evrotrust services from incident
reports and access requests to feature suggestions and documentation inquiries.
Purpose of This Guide
This document provides a step-by-step overview of how to use
the Evrotrust Support Portal (Zoho Desk) effectively.
It explains how to register, log in, submit and manage tickets, and how to
benefit from the Knowledge Base and automated notifications.
The goal is to help client organizations easily navigate the
platform, resolve issues faster, and maintain clear and efficient communication
with the Evrotrust Support Team.
Registration, Login & Forgotten Password
1.1 First-Time Access
You will receive an invitation email at the address provided
by your organization.
The email will grant you access to the Evrotrust Support Portal (Zoho Desk),
where you will be added as a member under your organization’s portal.
Step 1: Accept the Invitation
Click “Accept the Invitation” in the email to start
the registration process.
You will be redirected to the password setup page.
Step 2: Create a Secure Password
You must create a password that meets all security
requirements displayed on the screen.
Each requirement must be fulfilled before you can continue
to the next step.
Typical requirements include:
- At least 8 characters
- Cannot be the same as your username
- No more than 250 characters
- At least 1 special character (e.g. @, #, $, %)
- At least 1 number
- Must include both uppercase and lowercase letters
- Must include both uppercase and lowercase letters
Step 3: Complete Your Profile
Once your password is set, you’ll be redirected to your Profile
Settings page.
Here you can update the following details:
- Mobile and phone number
- Display name
- Links to social profiles (optional)
- Location, country, time zone, time and date format
1.2 How to Log In
After completing your registration, you will automatically
be signed in to the Evrotrust Support Portal.
For future access, you can log in directly at:
Steps to Log In:
- Open the login page from the link above.
- Enter your registered email address and the password you created during registration.
- Click Sign In.
- You will be redirected to your Home Dashboard, where you can view and manage your tickets.
1.3 How to Reset a Password
If you forget your password, you can easily reset it from
the login page of the Evrotrust Support Portal.
The reset process is fully automated and requires only your registered email
address.
Steps to Reset Your Password:
- Go to the login page and click “Forgot Password? Reset”.
- Enter the email address associated with your portal account.
- Click Next to receive a password reset link.
- Check your inbox and open the email from Evrotrust Help Center.
- Click the Reset Password button inside the email.
- Set a new password that meets the portal’s security requirements (see Section 1.1)
Navigating the Portal
2.1 Home Dashboard
The Home Dashboard serves as your main landing page after
login.
It contains the following key areas:
- Search Bar – Allows you to search for help articles, user guides, or FAQs.
- Help Center – Opens the full collection of Evrotrust articles and documentation.
- Tickets – Provides direct access to your previously submitted tickets and their current statuses.
- Popular Articles – Displays the most viewed and helpful articles for quick reference.
- Top Navigation Menu – Includes shortcuts to Home, My Area, and Knowledge Base.
Useful tip - Use the search bar first — many common
issues are already covered in the Knowledge Base.
2.2 Tickets
The Tickets section is where you can view and manage all
your submitted support requests.
To access it, click My Area from the top navigation menu.
This page displays an overview of your tickets, including
their status, priority, and category.
If you haven’t submitted any requests yet, you’ll see the message “No
tickets found” with the option to create a new one.
You can use the Filters at the top of the page to sort and
locate tickets quickly:
- All Department – filter by Evrotrust functional area.
- Priority – sort by urgency (Critical, High, Medium, Low)
- All Channel – view tickets based on submission channel (Portal or Email)
- All Accounts – filter by associated user account or organization
On the right side of the screen, under Views, you can find
shortcuts to:
- My Tickets – all tickets you have submitted
- My Open Tickets – currently active tickets awaiting resolution
- My Closed Tickets – completed and closed requests
- My On Hold Tickets – temporarily paused tickets
- My Overdue Tickets – tickets past their expected response or resolution time
Team Tickets – tickets visible to your
organizational team
2.3 Knowledge Base (Articles)
The Knowledge Base is a centralized collection of
help articles designed to assist you in resolving common issues and finding
answers quickly, without the
need to open a support ticket.
It includes user guides, troubleshooting steps, and process-related
documentation that can be accessed at any time.
You can access the Knowledge Base from the top navigation
menu by selecting Knowledge Base, or from the Home Dashboard via
the Help Center section.
Use the search bar at the top of the page to look for
keywords related to your question (for example: signing issue, password reset, access
request).
When creating a new ticket:
While filling in the Subject field, Zoho Desk automatically displays
related articles on the right side of the screen based on the keywords you
enter.
This feature helps you instantly find a relevant solution, often resolving your
issue before the ticket is even submitted.
Tip: Always review
the suggested articles before finalizing your ticket submission, it can save
time and provide an immediate answer.
Defining Request Types & Priorities
3. Defining Request Types & Priorities
When creating a new ticket in the Evrotrust Support
Portal, it is important to select the correct Request Type and Priority
Level.
This ensures your case reaches the right support team and is resolved as
efficiently as possible.
Tip: Selecting the
right category helps our system automatically route your ticket to the relevant
specialists.
3.1 Request Types (Categories)
To submit a new request, click Add Ticket → Technical
Support Services, then choose one of the four available categories:
1. Report Service Issue
Use this form to report a problem with an Evrotrust
service or functionality you are using.
Examples include system errors, unexpected behavior, or service disruptions.
2. How-To Requests
Use this form to ask how-to questions related to
Evrotrust services or features.
Submit your request and select the appropriate type: Question, Problem, Feature, or Other.
This form is suitable for procedure or information inquiries.
3. Additional Access
Select this category for access-related requests after go-live or during testing.
Typical examples include adding or removing user access to specific Evrotrust
environments or services.
4. Delete or Supervise User
Use this category when a user must be permanently removed from the Evrotrust application (in TEST or PROD environment) or
when supervision assistance is required.
3.2 Priorities
Each ticket must be assigned a Priority Level that
reflects its urgency and impact on operations.
Proper prioritization ensures that critical incidents are addressed first,
while less urgent issues are handled within standard response times.
The standard priority levels are:
•Critical:
A major production issue that fully blocks a business process or service. No workaround available.
•High:
A significant issue impacting key functionality or multiple users. Partial workaround may exist.
•Medium:
A moderate issue with limited user impact or available workaround. Typical for minor service disruptions.
•Low:
Non-urgent issues, general questions, or requests for information.
For certain ticket types, only Medium and Low priorities may be available. For example, in How-To or informational requests.
Creating and Managing Tickets
The Evrotrust Support Portal allows you to create,
view, and manage all your support requests in one place.
Every ticket you submit is automatically assigned a unique Ticket ID,
which helps both you and our Support Team track progress and communication
efficiently.
4.1 How to Submit a Ticket
To create a new request:
- From the top navigation menu, select My Area → Add Ticket.
- Under Technical Support Services, choose the correct Category based on your request type (see Section 3.1).
- Fill in the required fields in the form — include a clear subject and short description of the issue.
- Attach any relevant files (e.g., screenshots or logs) if necessary.
Once the form is complete, click Submit
As
you type your Subject, Zoho Desk
automatically suggests related Knowledge Base articles on the right-hand side.
Reviewing these before submission may resolve your issue instantly.
4.2 Updating a Ticket (Comments & Attachments)
Once your ticket is submitted, you can add additional
comments or files at any time.
To update your ticket:
- Go to My Area → My Tickets.
- Select the ticket you wish to update.
- Click on Comments section.
- Type your message or attach additional files as needed.
All updates you make will automatically notify the Evrotrust
Support Team.
Similarly, when our team adds a reply, you’ll receive an email notification
with a link to view or respond directly in the portal.
4.3 Ticket Statuses
Each ticket goes through several statuses during its
lifecycle.
Understanding these helps you track progress and know when action is needed on
your side.
•Open:
The ticket has been created and is awaiting review by the Support Team.
•In Progress:
The issue is actively being investigated or worked on by the Support Team.
•Awaiting Client:
The Support Team requires additional information or confirmation from you to
proceed.
•Awaiting Development:
The issue has been escalated internally for review or action by the Development
Team.
•On Hold:
The ticket is temporarily paused (e.g., pending dependency, internal review, or
client feedback).
•Escalated:
The case has been raised to a higher-level support or management team for
further analysis.
•Closed:
The ticket is resolved and marked as complete.
You can always reopen a ticket by replying to it, as long as
it has not been permanently archived.
4.4 Ticket Closure
Once your issue has been resolved, the ticket will be moved
to Closed status.
You will receive an email confirmation indicating that the case has been
completed.
If the same issue reoccurs or additional support is
required:
- Create a new ticket and reference the previous Ticket ID for context.
- This ensures proper traceability and quicker response from our Support Team
Using Articles (Knowledge Base)
The Knowledge Base (Articles) section is designed to
help you find answers and resolve issues quickly, without the need to contact
support.
It contains useful guides, FAQs, and step-by-step instructions created by the
Evrotrust Support Team.
5.1 Search
You can easily browse or search for articles directly in the Knowledge Base tab or through the Help Center on your dashboard.
Use the Search Bar at the top to enter keywords
related to your question, for example, reset password, signing error,
or access request.
Zoho Desk will automatically show the most relevant results based on your
search terms.
Tip: The more specific your keyword is, the more accurate
the suggested articles will be.
5.2 When to Use Articles
Before submitting a ticket, always check if your question or
issue is already covered in the Knowledge Base.
Articles are constantly updated and include real examples, screenshots, and
troubleshooting steps for the most common requests.
This helps you:
- Resolve problems instantly without waiting for a response.
- Understand system behavior and configurations better.
- Reduce repeated or duplicate requests for similar topics.
If you can’t find an
article related to your issue, proceed with creating a new ticket (see Section
4.1).
Notifications & Email Updates
The Evrotrust Support Portal automatically sends
email notifications to keep you informed about every update or change related
to your tickets.
These notifications ensure that you never miss an important reply or status
change.
When You Will Receive Notifications
You will receive an automated email when:
- A new ticket is successfully created.
- The Support Team adds a comment or provides an update.
- You are requested to provide additional information.
- The status of your ticket changes (e.g. from In Progress to Awaiting Client or Closed).
- The ticket has been resolved or closed.
Each email includes:
- The Ticket ID for quick reference.
- A direct link to open the ticket in the portal.
- The latest comment or response from the Support Team.
Tip: You can reply directly to the email notification to
update the ticket — your message will automatically appear in the ticket’s
comment section.
Ticket Lifecycle Overview
The flow below illustrates the complete lifecycle of a
support ticket in the Evrotrust Support Portal, from creation to closure.
Each stage represents a key point in the communication and resolution process.
1. Ticket Created (Open)
The user submits a new ticket through the Evrotrust Support Portal.
The ticket is received by the Support Team and enters the queue for review.
2. In Progress
A Support Engineer reviews the request and starts working on the issue.
If necessary, the ticket may be assigned to a specialist or technical team for
deeper investigation.
3. Awaiting Client
The Support Team requires additional input, confirmation, or testing feedback
from the client before continuing.
4. Awaiting Development / On Hold
The ticket is escalated internally to the Development Team or placed on hold
due to dependencies or pending actions.
5. Escalated (if applicable)
In cases where the issue requires advanced troubleshooting or management input,
the ticket is escalated to a higher support tier.
6. Resolved / Closed
The Support Team provides a solution or confirms completion.
The client reviews and confirms closure.
The ticket is then marked as Closed, completing its lifecycle.
At any point, a ticket can move back to an earlier stage
(e.g. from Resolved to In Progress) if new information or issues arise.
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