Logging into the Portal

To log in:

  1. Click the Log in button at the top right of the screen.
  2. Enter your credentials.
  3. If you’ve forgotten your password, click the “Forgot Password” link below the login button to request a reset.

Once logged in, you’ll notice three additional features appear at the top right:

  • Cases – View all cases raised by your company.
  • Notifications (Bell icon) – Alerts you to new comments or updates on your cases.
  • Profile (Head icon) – Provides access to further settings and preferences.

01.

Topics

The Topics menu (located between "Home" and "Cases") provides a quick shortcut to select and access knowledge base articles for specific EcoOnline products.

02.

Managing Support Cases

Clicking on the Cases menu will take you to your company’s list of support cases.

03.

Case Views

By default, you’ll see your Open Cases. To switch views (e.g., Resolved, Closed, Recently Viewed, etc.), click the filter dropdown highlighted in red. You can select from the available case status options.

04.

Viewing an Individual Case Tiles

To open a specific case:

4.1 Click the Case Number on the far left of the case list.

4.2 At the top of the case page, you'll see the Priority, Status, and Case Reference Number.

You’ll also see three navigation tabs:

  • Case Details – View/Update the case details, upload files, or close the case.
  • Case Comments – Post comments directly to your case.
  • Case Emails – View a history of all email communications related to the case.

05.

Case Details

This tab contains all case-related information, typically auto-generated based on your original email to the Helpdesk. To ensure efficient resolution, please provide as much detail as possible when raising a case.

You can also:

  • Upload supporting files.
  • Close the case, if resolved, without waiting for Support to do so.

06.

Case Comments

To add a comment:

  1. Click the Comments tab.
  2. Select the New button to open a free-text box.
  3. Type your message and click save.

All comment history will be displayed below, and you can also upload files or close the case from this view.

6.1 To add a comment to the case simply click on the new button highlighted in red below.

6.2 This will open a free type text box as shown below.

6.3 If there have been comments added to the case, these will be displayed as shown below.

As with the Case Details page, you are also able to upload any files and close the case should you wish to do so.

07.

Case Emails

This tab provides an audit trail of all email communications related to the case. Click on any email to view its content.

If you have any questions or need further assistance, please don’t hesitate to contact our support team.

< Previous
Next >