In order to enhance our users’ experience, we recently rolled out some changes to our Helpdesk Portal. More specifically, the email integration system has been improved.
Previously you could already reply to ticket emails, e.g. to attach a document, or just give a simple response to a question while you are on the road.

 It is now possible for everyone involved in the support process -so also customers-  to create tickets via email.

What does this mean for you?

More Interaction
This change lowers the threshold for interaction. To start a conversation with Adifo, you can now simply send us an email. This automatically creates a ticket, which is then linked to you as our customer (if your email contact is known).

Saving Time
Creating tickets and responding to tickets is now less time-consuming for our staff. Content no longer needs to be cut and pasted in the portal as the content is automatically added in the ticket.  The fact that our people do not have to keep their Freshdesk tickets in sync manually with a customer’s email conversation further facilitates the ticketing process. If you already have a ticket running, you just need to reply to the email instead of making a new one. 

Clarity
We have brought clarity in the email addresses you can use for support issues. Over the years, there was quite a divergence in the “support” email addresses. We now have the following official “support” email addresses for you to use: 

• Adifo:  support@adifo.com   
• MILAS AX/365: dynamics.support@adifo.com
• MILAS 4 : milas.support@adifo.com
• BESTMIX: bestmix.support@adifo.com
• System department:  system.support@adifo.com

Please be aware that this function does not replace logging into the portal. When registering a request to Adifo via the portal, we ask for and collect more information than is possible via email, hence resulting in faster and more accurate response.  So if you already used our portal, please keep doing so, as it remains our preferred support channel.

Did you know by the way, that when you register your question via the portal you get automatic proposals on how to resolve your issue?

Either in the office or on the road, Adifo is always ready to support you.