Use the customer support portal

Open your organization’s support portal

Use the support portal address or invitation supplied by your service team. EleonEcho's portal is deployed separately from the public marketing documentation; this guide does not create a support account or submit a request. Your deployment administrator must configure the portal and verify its email OTP and session behavior.

The current sign-in method is an email one-time code. An eligible ticket email or an explicit staff invitation can provide the entry link. Opening that invitation is followed by the email sign-in challenge when a valid session is absent. Do not forward a personal invitation as a way to give another person access.

A direct ticket link still requires authentication and permission for that record. If a session expires, sign in again through the normal flow. An access-denied result can reflect authorization rather than an expired login.

Choose the correct customer or Account context

Ordinary Contacts can view and work with tickets where they are the requester. An explicitly assigned Account Administrator can also access tickets in each Account where that role is currently active. If more than one Account context is available, select the intended context before reading or creating work.

Being copied on an email does not grant portal access. Only internal staff can grant or revoke Account Administrator roles. The portal's profile is read-only in the current version; it does not provide self-service identity linking, email changes or role upgrades. Read Contacts and Accounts for the differences between these identities.

Find a request or create a new one

The ticket list supports search by ticket number or subject, status-category filters and sorting within the authorized scope. Open a record to review its public conversation, status and safe attachments. The portal omits internal notes, staff assignment history, routing details and internal SLA diagnostics.

1. Select the intended authorized Account context if one is available.
2. Start a new ticket and enter a clear subject and description.
3. Add attachments allowed by the displayed file policy.
4. Submit once and wait for the result or pending-creation status.
5. Continue in the created ticket when it becomes available.

The portal does not ask customers to choose an internal Department, mailbox, assignee or SLA policy. Server routing chooses the responsible team. An Account Administrator creating a request is still recorded as its acting requester; the current form has no on-behalf-of Contact selector.

Reply and review attachments

Write a plain-text reply in the ticket and add permitted attachments. There is no Internal Note mode or editable email To/CC/BCC field in this customer composer. A portal reply becomes customer content in the ticket conversation; it does not send a Reply All email back to the requester and CC recipients.

The portal supports up to 10 attachments per message, at most 25 MB each, subject to allowed types and the server's policy. Files must have a Safe verdict before preview or download. A file awaiting a scan is not yet available for those actions. Email detail views are sanitized and do not expose original email or internal provider diagnostics.

If submission remains pending, let the interface check the existing operation. After a timeout, check its status before retrying. Creating another request can duplicate work that the server already accepted. Draft content remains in memory; review discard prompts before leaving or switching context.

Close, reopen or recover access

Close and Reopen are available when the server grants the corresponding capability. A valid customer reply to a closed ticket also reopens it. If staff changes the record concurrently, refresh the current state and review your intended action.

If a ticket is missing, check the signed-in Contact, Account scope and filters. Ask the service team to review your current role when access is denied. An old invitation or previous access does not override a role removal. Sign out on shared devices when finished.

The portal is distinct from an embedded website AI agent. A website conversation needs its configured handoff to create or connect a Ticket; a visible chat demonstration is not a portal submission.