How do I create a support ticket?
Via the customer portal, you can submit a support ticket quickly and easily.
Sign in to your Noveu account
Go to login.noveu.eu and sign in with your Noveu account. After signing in, you arrive at your customer portal. Do you not have an account yet? Then contact support@noveu.eu to request access.
Open Support
In the portal menu, click Support (Ondersteuning). On the page Support & Tickets (Ondersteuning & Tickets), under My tickets (Mijn tickets), you find an overview of all your existing tickets and their status.
Create a new ticket
Click Create ticket yourself (Zelf ticket aanmaken). A window Create new ticket (Nieuw ticket aanmaken) opens. Under Subject (Onderwerp), enter a clear title that summarises the problem. Under Description (Omschrijving), describe exactly what is going on, which steps you have taken and what the expected result is. Under Category (Categorie), choose what fits best, for example Technical support, Error message, Invoice question or General question, or Not product-specific (Technische ondersteuning, Foutmelding, Factuurvraag, Algemene vraag, Niet productspecifiek). Adding attachments is optional: you can send up to 5 files of at most 10 MB each, such as a screenshot or a PDF. Subject and Description are required; if they are empty, it says: Fill in all required fields (Vul alle verplichte velden in).
Select the priority
Under Priority (Prioriteit), choose the right value: Low (Laag) for questions and suggestions, Medium (Gemiddeld) for functional problems without direct impact, High (Hoog) for problems that hinder your work, and Critical (Kritiek) for a complete outage of the service.
Send the ticket
Click Create ticket (Ticket aanmaken). While attachments are uploading, it says Uploading attachments… (Bijlagen uploaden…) and then Creating… (Aanmaken…). The ticket is then under My tickets. You follow the progress in the portal: click the subject to open the ticket.
Following your ticket and replying to it
Under Support is My tickets with the columns Subject, Priority, Status and Created (Onderwerp, Prioriteit, Status, Aangemaakt). The status is Open, In progress, Resolved or Closed (Open, In behandeling, Opgelost, Gesloten). If you open a ticket, you see the Messages (Berichten) of the conversation on the left and the Details on the right: Status, Priority, Category and when the ticket was Created.
If you want to add something, write in the box Write a reply… (Schrijf een reactie…) and choose Send (Versturen). If Noveu has set the ticket to Resolved but the problem is still there, choose Reopen (Opnieuw openen). A ticket with the status Closed is shut: it then says that you can no longer send new messages. In that case, open a new ticket and mention the old subject.
Attachments that do not work
If a file is too large, it says: the file name is too large (max 10.0 MB). If the file type does not fit, it says that the file type is not allowed. Allowed are images (JPEG, PNG, GIF, WebP), PDF, text files, Word and Excel files, zip and rar, and video in MP4 or WebM. With a sixth file it says: At most 5 attachments per ticket (Maximaal 5 bijlagen per ticket).
What to include for a quick solution
Mention the time, the service (workplace, mail, portal or signing in), the exact message and what you have already tried. Never put a password or recovery code in a ticket. Check the status page beforehand, and for sign-in or mail problems, first read the login help and the mail help. If you cannot sign in, you cannot open a ticket; then email support@noveu.eu.
Response times
We handle tickets on working days. How quickly you get a reply depends on your subscription: for Noveu Werkplek and Noveu Mail the targets are in the SLA; for NoveuFlow the agreements on noveuflow.com apply.
AI chat support is available 24/7 (fair use: 500 actions per organisation per month).