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Support

Initial Contact​

For initial contact, please use our Contact Form. This can be used for

  • General Information about bLink
  • Requesting access to the Support Portal
  • Requesting access to the Test Environments

The bLink Support Portal is the central communication hub for all bLink-related matters.

All interactions with the bLink team must be conducted exclusively via the portal. By consolidating all requests in the Support Portal, we ensure traceability, efficient handling, and transparent communication, including coordination with other participants, when needed.

General Rules for the Support Portal
  • Do not include any client identifying data (CID) in tickets.
  • The official language of communication is English.

Once your account is set up and activated, you find yourself in the following overview:

Starting Page

Request Categories​

The portal provides different categories and sub-categories for types of requests to facilitate quick and accurate handling. When raising a request, provide all necessary details, as precise information helps resolve issues faster.

  • Report an issue or error - A section where you can raise all kind of technical issues
  • Manage Participant - section dedicated to a Participant's lifecycle management - Where you can manage your onboarding journey and ongoing operation on production as well as ordering access rights to people within your organization.
  • Business related - A section where you can get in touch with the business team for all kind of inquiries
  • General Topics - A section where you can share your feedback with us

Required Fields​

Each request must include:

  • Summary: A clear, concise title describing the issue.
  • Description: A detailed explanation with relevant timestamps, environment details, and correlation IDs (where applicable).
  • Priority:
    • High: Urgent production issues
    • Medium: Urgent testing environment issues
    • Low: General inquiries
  • Attachments: Supporting files (max 35MB).
  • Sharing Functionality: Requests are private by default unless shared within your organization.

Tracking and Managing Requests​

All requests can be monitored via the Requests section of the portal which all users can acces by clicking the "Requests" button next to the profile photo in the top right corner of their screen.

Request Overview

Status updates notify users of progress:

  • Open: Request submitted and awaiting review.
  • In Progress: Under investigation by the support team.
  • Waiting for Customer: Additional information is required from the requestor (closed after three reminders if unanswered).
  • Escalated to SME: A subject-matter expert is reviewing the request.
  • On Hold: Issue identified, pending resolution (e.g., planned for a future release).
  • Closed: Request resolved (can be reopened by replying to the closing message from an agent).

By using the bLink Support Portal, all communication remains traceable and transparent, ensuring effective collaboration across participants.

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