FAQs Eplan Global Support

Via the "Eplan Solution Center“ Customer Portal on the web and by telephone.

As a so-called ticket. A ticket is an inquiry to the Eplan Support Team with a ticket number that we automatically assign to your inquiry.

If you call us, your enquiry will be recorded as a ticket. You will receive a return call or an answer from our “Eplan Solution Center” Customer Portal as soon as possible.

Submit your inquiry via the Web-based Eplan Solution Center Customer Portal. You can submit your inquiries in a much easier manner using this simple, modern user interface.

This is because the most important information has already been collected via an input mask. This guarantees that your message is of high quality and that there is low data loss in submitting the inquiry.

As soon as you create the ticket you will receive suggestions with solutions to your inquiry from our Knowledge Center. No other form of contact offers this option.

Any settings undertaken are automatically saved for follow-up projects. This means we can provide you with a rapid response to urgent questions.

In addition, the processing status of your ticket can be viewed at any time. Naturally, you also have access to all information on already existing tickets.

Any settings undertaken are automatically saved for follow-up projects. This means we can provide you with a rapid response to urgent questions.

In addition, the processing status of your ticket can be viewed at any time. Naturally, you also have access to all information on already existing tickets.

Always: 365 days a year, 24 hours a day.

You can give our support team valuable information with the help of comments that you attach to your ticket as long as the ticket is being processed.

You can upload explanatory data directly to your ticket. These will then be directly available to the Eplan Helpdesk Team.

You can view enquiries you have made at any time in the Eplan Solution Center to e.g. check the status of open enquiries or to review questions that have already been answered. The responses are appended to the ticket as comments. In this way, customers with a Premium Service contract can view tickets belonging to all contacts from their company.

You close the ticket relating to your enquiry when a solution to your problem has presented itself – for example, in the Knowledge Center. The found solution is documented in the Eplan Solution Center and can then later be retrieved again at any time.

You can download ticket-specific data that has been provided by Eplan Support at any time, even if the ticket has already been closed. This means that you will always be able to access provided documents, data and solutions.

When a ticket is closed you cannot upload any further data. A new comment will reopen the case so data upload will be able again as well. For a new support request please create a new ticket or contact us by phone.