When you need help, our product service portals makes it easy to get in touch with the right service team. Access the portal, choose the right type of request, and fill out the form so we can assist you as quickly as possible.
Accessing the customer portal
You can access one of the customer service portals by visiting our Service Center homepage at:
🫱 https://hybridsoftwaregroup.atlassian.net/servicedesk
Once you are there:
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Log in with your email and password if required.
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Choose the relevant portal for your product request.
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Browse the available request types.
Depending on your access level, you may see one or more portals or request forms.
Types of requests and when to use them
To get you the fastest possible resolution, our Service Center is built around specialised engineering and consulting streams. Choosing the right path ensures your request lands directly in the hands of the experts best equipped to handle it, preventing routing delays.
Review the sections below to understand how your product dashboard is structured and how to select the correct form for your specific operational needs.
Dashboard layout options
Each customer portal in the Service Center is custom-designed for a specific product. Depending on the service options available for that product, your dashboard layout will organise your requests in one of two ways:
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Two portal groups (Support and Professional Services): when we offer extended project services for a product, the dashboard automatically organises into two distinct sections to help separate day-to-day maintenance from custom project tracking.
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Direct forms view: if professional services are not offered for that specific product, no portal groups are used. You will skip the category selection entirely and see the relevant maintenance support forms displayed directly on the main page.
Before opening a ticket, review the service categories and form breakdown below to ensure your request is instantly routed to the right team of specialists.
Understanding Support vs. Professional Services
To help you choose the correct path, here is an overview of what each category covers:
Support (product maintenance)
The Support group is dedicated entirely to standard product maintenance. This is your channel for addressing issues with your existing software environment to keep your day-to-day production running smoothly. It covers bug fixes, licensing assistance, and general product troubleshooting.
Professional Services (custom implementation)
The Professional Services group is used for activities that go beyond standard maintenance. This is your channel for requesting new billable work or following up on tailored, active projects. It covers custom workflow configurations, software automation setups, tailored team training sessions, and feature enhancement requests.
Request forms breakdown
To ensure your ticket is instantly routed to the correct engineering or consulting team, please use the table below to select the right form for your needs:
|
Request group |
Request type |
When to use it |
|---|---|---|
|
Support |
Report an incident |
Use this when something in your production software is completely broken, throws an error, or is suddenly not working as expected. |
|
Support |
Licensing & access support |
Use this if you encounter technical problems with your product activations, need help with seat management, or receive unexpected licensing errors. |
|
Support |
Installation & maintenance assistance |
Need help setting up or maintaining a product? Choose this for installation support, configuration assistance, or ongoing maintenance tasks. |
|
Support |
Request a product improvement |
Use this to formally suggest a new feature or a design enhancement to be added to the existing product. |
|
Support |
Product beta questions |
Use this if you are actively testing a beta-release product and encounter a bug or system failure that isn't working as expected. |
|
Support |
Other support questions |
Use this for general product inquiries or administrative support questions that do not quite fit into any of the specific categories above. |
|
Professional Services |
Report an implementation or scope change |
Use this for an adjustment to your current project requirements, a new feature addition, or a change in the implementation plan. |
Filling out request forms
Once you have selected a request type:
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Fill in all required fields (marked with an asterisk *).
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Provide a clear, concise summary of your request.
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Add as much detail as possible in the description field (steps taken, error messages, affected systems, etc.).
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Attach relevant screenshots or files to help us understand the request.
The more context you provide, the faster we can help!
In each request form a short description of each request field is available.
After submission:
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You will receive a confirmation email with the service ticket number.
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You can track the status of your request by logging in to the Service Center at any time.
Related resources
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👉 Want to check the status of a service ticket? Use Tracking your requests to monitor your open cases in real-time and understand our Notifications and communication setup.