Support
Access customer support and submit tickets through the Zendesk portal
Introduction
The Support section provides access to Finologee's customer support portal, where authorized users can submit tickets, track requests, and access documentation. Finologee maintains a dedicated in-house customer operations team that works in close collaboration with DevSecOps teams to assist clients with platform-related inquiries and issues.
Accessing support
The support button in the LYNKS interface provides direct access to Finologee's customer support portal.
Support button in the LYNKS interface
To access the support portal:
- Locate the Support button in the LYNKS navigation
- Click the button to open the Zendesk customer portal in a new browser tab
- Log in with your authorized credentials
- Submit new requests or view existing tickets
Portal accessOnly configured and authorized users can log in to the Zendesk customer support portal. Contact your organization's administrator if you require access.
Support services
Finologee provides comprehensive support services for LYNKS platform users through multiple channels.
Ticketing system
The Zendesk-based customer support portal enables:
- Ticket submission for platform issues, questions, and requests
- Ticket tracking and management with status updates
- Communication history and follow-up on open requests
- SLA compliance monitoring based on your organization's service level agreement
Support team
Finologee maintains an in-house customer operations team located in Luxembourg, providing:
- Dedicated customer care through the portal and phone support
- Technical user setup and credential management
- Bank account configuration assistance
- Platform operations support
Service level agreements
Multiple SLA options are available with varying levels of availability guarantees and response times. Your organization's SLA determines:
- Response time commitments for different ticket priorities
- Resolution timeframes based on issue severity
- Availability guarantees and uptime commitments
- Reporting frequency and account review meetings
Configuration
Support portal access is configured at the user level by administrators.
User access
Administrators can enable or disable customer support portal access for individual users through the User & Groups settings. Users with portal access enabled receive credentials to log in to the Zendesk platform.
For information on managing user settings, see User & Groups - User management and access configuration.
Technical specifications
Support portal
| Property | Value |
|---|---|
| Platform | Zendesk |
| Portal URL | https://finologee.zendesk.com |
| Authentication | Zendesk credentials (separate from LYNKS login) |
| Browser support | All modern browsers supported |
Operations
| Aspect | Details |
|---|---|
| Operations team | In-house, Luxembourg-based |
| Monitoring | 24/7 service operations and critical incident management |
| Security certification | ISO 27001 certified operations |
| Collaboration | Close integration with DevSecOps teams |
Related documentation
Explore related sections for more information:
- Notifications - Configure notification preferences and channels - Configure notification preferences and channels
- User & Groups - User management and access configuration - User management and access configuration
- Compliance & Audit - Security features, audit trails, and regulatory compliance - Audit trail and compliance features
Support
For assistance with support portal access or to discuss service level options, contact [email protected].
Updated 20 days ago