ServiceDesk

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Our ServiceDesk consists of experienced EDI experts.
ServiceDesk is a “Single Point of Support” to all of our customers, and we offer customer service 24-7.

About ServiceDesk

ServiceDesk is a “Single Point of Support” to all of our customers. We solve 95 % of all support cases and ensure that additional cases will be handled by other relevant departments within TrueCommerce.

Deliveries in progress are not supported by ServiceDesk, but will be handled by the consultant team. Please contact your consultant.

Contact ServiceDesk and login to Customer Center

You can contact us by telephone, email, or create a case via our support portal Customer Center Europe.

Support cases that are created outside of office hours but cannot wait to be handled until the next workday should always be followed up by a phone call.

You can log in to Customer Center here: Login to Customer Center

Opening Hours

ServiceDesk provides support 24-7 in accordance with your service agreement. Handling of cases in general will take place within the following time span:

  • Monday – Thursday: 08:00 a.m. to 16:00 p.m. (CET)
  • Friday: 08:00 a.m. to 15:30 p.m. (CET)

Outside office hours, we refer our customers to external support. (Please check your service agreement, SLA).

Please provide the following information:

  • Agreement number
  • If possible, a support case number, if the request concerns a case that is in progress
  • Sender and Receiver ID (EAN; GLN; CVR/VAT no.; ORG-number)
  • Sending date of the document
  • Document ID (UNB-, invoice-, order number)
  • A short description of the problem

TrueCommerce provides support in accordance with the specific agreement, including track and trace of the document exchange, report of errors, operational alerts, etc.

Escalation Contacts

Manager, Support & Managed Service

Kitt Hauerberg Terp

[email protected]

+45 5315 2809

Customer Support Director, UK & Ireland – Worldwide Support

Matthew Best

[email protected]

+44 (0)345 643 6600 (opt.6) ext 6134

Notifications

ServiceDesk automatically notifies the contact persons stated in our operational warning system.

If you would like to be registered, please send an email to [email protected] with the following information:

  • Company Name:
  • Contact Person:
  • Phone Number:
  • Direct Email:
  • Mobile Phone Number:
  • Agreement Number:
  • Notifications via email or SMS text message?

Please be aware that the customer is responsible for informing ServiceDesk in case of any changes to the contact information.

There will be a maintenance window the third Wednesday every month from 11:00 p.m. to 01:00 a.m. We recommend that you do not use the system within this time span.