From UG

Revision as of 20:14, 24 July 2012

Who do we contact at Descartes?

Customer Support

Being our project has been live for over a year, Descartes provided us with the following e-mail on June 18th 2012:

Dear Valued Clients,
As part of our ongoing efforts to improve our customer support service we are pleased to announce the launch of a new Customer  
Support Portal. The portal will enable you to create, update and manage all of your service requests with Descartes from one user  
friendly support portal.   Effective Monday June 25th, 2012 we recommend that all new incident requests be logged via the new portal 
for products:
Descartes Transportation Manager
Descartes Route Planner RS (Roadshow)
Descartes Route Planner (Fleetwise)
Descartes Dock Appointment Scheduling
Descartes MobileLink
Descartes Visibility & Event Management
Descartes Reporting Services
RIMMS 
USING THE PORTAL: 
To access the new portal please follow this URL: 
https://servicedesk.descartes.com
Your login details will be:
User Name: Your email address (name@company.com)
Password: Welcome1 
Please note: This is a case sensitive temporary password which you will be prompted to change when you first login. At this time  
changed passwords are to be up to seven characters in length. Access to this new portal will be denied until the morning of June 
25th.  
To log a new incident:
Click on the Request Tab, then DSG Service Request. 
In the meantime, if you experience difficulties, require further login IDs, or have any questions or concerns regarding the changes 
please email servicedesk@descartes.com. You can also email new incidents to servicedesk@descartes.com and you can continue to phone 
in new incidents to our Service Desk at 1-877-786-9339 ext 2.  
Please add the following email addresses to your company’s safe send list: servicedesk@descartes.com and sdresponse@descartes.com
We thank you in advance for your patience as we roll out this new offering!
Warmest Regards,
Descartes Service Desk	 
About Descartes
For more information: 
877-786-9339
Outside North America: 
00-800-7866-3390
info@descartes.com
Visit Descartes: 
Be sure to visit the Descartes website for the latest information and downloads. 
www.descartes.com

As well they provided us with the attached PDF instructions: See Media:Contacting Descartes Service Desk - Version 1 1.pdf_look here