Before you start
- An email address you can access.
- The product involved and the steps causing difficulty.
Sign in to your support space
Support uses an email login code on the Excellia domain. This code opens your tickets; it does not replace your CRM or Kids parent account credentials. Always use the same email address to find your requests.
A ticket is visible to its requester and the authorised Excellia team. Entering a company name does not give access to any other ticket for that company. A parent or responsible adult should submit Kids requests.
Create a useful request
Choose Excellia CRM, Excellia Kids, services or the website. Give a specific subject and describe the steps, expected result and observed result. Include the app version or browser when useful.
- Choose the product and enter your name and company where relevant.
- Describe the problem with a fictional example and the error message.
- Choose a priority based on the real impact: normal, high or urgent. Explain whether work is blocked and how many people are affected.
- Submit one request per problem and keep its EXC reference.
- Never send passwords, PINs, email codes or API keys.
- The portal accepts text messages. If a file is needed, agree its transfer with Excellia.
- Urgent priority helps with triage; it does not guarantee a response time.
Understand statuses and ownership
New: the request is recorded and awaiting review. In progress: Excellia is working on it. Waiting for customer: your clarification or verification is needed. Resolved: an answer or correction has been proposed. Closed: follow-up is complete.
The owner appears when a ticket is assigned. The conversation and status changes help you follow progress. Excellia’s internal working notes remain private.
Reply, verify and reopen
Open the ticket to read the reply and provide the requested information. Keep the same ticket for the same problem to retain context and avoid duplicates.
After resolution, check the result in the product. If the problem remains, explain what you observe and reopen the ticket. A customer reply to a resolved or closed ticket also reopens it.
Receive notifications and protect your session
Emails highlight new replies or updates and provide a portal link. Read and reply in your support space to keep the conversation together; replying directly to an email does not add a ticket message.
A delayed email does not remove your request: check its status in the portal. Sign out after using a shared device. Never share your login code with support.
Troubleshooting
I cannot find a request.
Check which email address you signed in with and clear the list filters. Another member of your company cannot automatically see your ticket.
My message does not appear to have been sent.
Keep your text and check the latest conversation before trying again. The portal reports failures; retrying the same submission should keep the same request.
The problem returned after resolution.
Reopen the existing ticket and describe the new observation, date and checks already performed.