Manage incidents in the portal

The term Incident comes from IT fault management. Any inquiry or malfunction report you send us will be recorded and processed by us in writing as an Incident. You can view the current status in your Hypersoft portal by clicking the Incidents button on the Infoboard.

In Incident Management you will find an overview of all open and closed incidents of your companies. A green tick indicates that the incident has been successfully resolved by Hypersoft Support. If a blue headphone is visible, this incident is still in progress. By clicking on the desired entry you can view it on the right.

Create new Incident

By clicking the button Create Incident you have another possibility to create an Incident directly and send it to Hypersoft Support.

Please enter your telephone number, where we can reach you, and a problem message in the fields provided.

If you are calling from the switchboard for another location, you have the option of selecting it by clicking on the address.

Attach files to an incident...

When the occasion arises, it can be helpful to attach files to an Incident. These files are then transmitted to our support staff and questions or problem descriptions can be clarified in this way.

You can upload files in the following formats, each with a maximum of 3 MB, to our support via the Upload documents function:

  • Xls

  • Xlsx

  • Pdf

  • Jpg

  • Jpeg

  • Png

  • Mbp

  • txt

The + button opens a file explorer in which you can select the desired files. Alternatively, you can also drag the files onto the button using Drag and Drop. As soon as the files have been completely uploaded, they are displayed with a green tick.

For incidents that have already been sent, the respective file name of the uploaded files is displayed:

Rate Incidents

If an incident has been marked as solved by our support, you now have the possibility to rate it.

We take your reviews seriously and want to further improve the support for you. You can award from 1 to 5 stars.

  • 1-2 = negative
  • 3 = neutral
  • 4-5 = positive

If in your opinion an Incident has not yet been solved and the problem still exists, you have the option to reopen this Incident instead of rating it with My Problem Has Not Been Solved. This will notify Hypersoft Support again. Please complete the reopening with a short explanation.

The authorizations

Access to incident management and the processing and creation of incidents is regulated by your user profiles.

Under the item Service Center, you can separately set the viewing, processing and creation of incidents.

Further documentation: Support status overview

Back to the parent page: Hypersoft Managed Support