Login to the Portal

Use the following access data for logging in:

URL	App
https://freshservice.descartes.com/support/home	Freshservice Service Desk App (in the Android Play Store) Freshservice Freshdesk App (in the iOS App Store) URL: descartes.freshservice.com
Username and Password: Use the data we have sent you via email.

LiveChat

After you have successfully logged in to the service portal, you are automatically offered to start chatting with our Support staff members using LiveChat.

Info:
- Before you are able to make use of this service, you once need to agree to the terms of use.
- Please disable your adblocker to be able to use the chat.

Some Facts

LiveChat is available Monday to Friday, 8 a.m. to 6 p.m. (time zone: UTC+1).
The services are only available through the browser. It cannot be used in the Freshservice Android app.
Once the chat is closed, a ticket is automatically created in the service portal.
Please be patient in case all Support staff members are busy and chatting is not available at the moment or make use of creating a ticket directly in the service portal.
Evaluate your experience and contribute to consistently improving customer satisfaction.

Advantages over E-mail and Telephone

We recommend contacting our Support using the Support Portal.
The advantages are obvious:

Using the search functionality in the Support Portal you can find answers to questions that are already documented before raising a Ticket. Example
With the help of your e-mail address, your contact is uniquely identifiable and does not need to be assigned to a company by our Support Team first.
- The ways of to get in touch with you are directly shown to our Support Team, which can speed up the communication in case a telephone call is needed.
You can set the initial priority when submitting a Ticket.
You can always check the current status of a Ticket and get notified as soon as there is new information or the Ticket gets closed.
Our Support Team can help you by using screenshots, pixi*pedia links or other attachments to ensure an easy and uncomplicated communication.
The whole communication is clearly shown in the Portal.
When a Ticket has been closed, you can directly leave feedback. In case it is negative, you are directly contacted to get to know the reasons for your rating. We consider it in order to raise your satisfaction the next time you contact the Support Team.

Additional Advantages of the App

As an alternative to using the Portal in the browser, you can use the free Android/iOS app which includes all the advantages listed above.

Additional advantages are:

Get notified about important information, e.g. the release of a new version directly on your mobile phone.
Carry the Portal with you to always be able to check your Tickets and be informed about status changes.