How to Submit a Ticket to the EMDECS Customer Experience Team

How to Submit a Ticket to the EMDECS Customer Experience Team

This article provides step-by-step instructions on how to submit a ticket online for help with your EMDECS questions or issues.
Sending an email to help@brightorder.com will open a support request for you automatically. It is not necessary to sign in to the support portal if you prefer to use email instead. Replying to our correspondence via email will update tickets automatically.
  1. Visit https://help.emdecs.com/ and click on Submit a ticket at the bottom of the page.


  2. Enter your name, EMDECS username (if applicable), email address, and a phone number where we can reach you.


  3. Scroll down and enter the subject of your support request and enter a detailed description.


  4. Screenshots of error messages can be incredibly helpful for troubleshooting issues. If applicable, please add screenshots to your request by clicking on the image attachment icon in the toolbar, or by clicking on the Attach a file link.


  5. When done entering details, click Submit at the bottom of the screen.


  6. After submitting your first support request, you will receive an email invitation to register for our self service portal. This registration will enable you to view and update your support requests online from help.emdecs.com. Click on ACCEPT THE INVITATION to proceed.

  7. Create a password for your help desk account and click Register.

  8. After setting your password, you will be taken to the Profile Details page where you can enter or update your contact information.

  9. To view your support tickets, click on My Area.  From this screen, you can view your tickets by status (Open, Closed, or On Hold), create new tickets by clicking Add ticket, or click on a ticket number to view and update it online.

  10. After clicking on a ticket, you can view the conversation thread online and send a reply by clicking on the Reply link, then type a message and click Send.

    To close a support request, click the Close Ticket button at the bottom-right.

Copies of all ticket correspondence will also be sent to you by email from help@brightorder.com. Also, any email sent to help@brightorder.com from your email address will automatically create a support request linked to your help desk account.

Please don't hesitate to call or email us for additional assistance with creating and updating support tickets.

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