Key Information

Blendtech Support Portal: http://emhelpdesk.blendtech.com/

Blendtech Support Email: emhelpdesk@blendtech.com

Blendtech Support Contact number (24/7): +32 280 81997

How to register/login to Customer Support Portal

  • Go to Blendtech Support Portal @ http://emhelpdesk.blendtech.com/
  • Sign up for a new account by clicking on “Sign up” at the top right corner. Enter your Full Name and work Email. Click on “I’m not a robot” checkbox and click on “Register” button. If you are already registered, proceed to step #4


  • Freshdesk will send an ‘Activation link’ to the provided Email. Click on the ‘Activation link’ to activate your account. Select a password to use for your account.
  • Login to the support portal by clicking on “Login” and entering your email & password.
  • Once you are logged in, the support portal looks like the below screenshot:

For more help on using Customer Support Portal, refer to Freshdesk Help @ https://support.freshdesk.com/support/solutions/articles/37540-using-the-customer-support-portal

How to Open a Ticket

Method #1 – By Phone

*Refer to “SLA Policy – ExxonMobil Support” for deciding which method of opening a ticket would be most appropriate for the reported issue.

  • Call the Support Contact Number mentioned on the portal (24/7): +32 280 81997
  • Provide all the information about the issue/complaint/info-required/inquiry to the agent on the phone. The agent will Open a ticket on your behalf. You will receive an email from Freshdesk confirming receipt of your ticket.

Method #2 – Customer Support Portal

  • To open a new support ticket, click on the link “New support ticket”.
  • Fill out the information in the form as shown below. Fields with * are mandatory. Click on ‘Submit’ button after filling out the information. You will receive an email from Freshdesk confirming receipt of your ticket.

Method #3 – By Email

  • Send an email to emhelpdesk@blendtech.com with complete description of the issue/complaint/inquiry.
  • You will receive an email from Freshdesk confirming receipt of your ticket.

Using Customer Portal

Customer Portal displays all tickets submitted by you in one place. You can check the status of an ‘Open’ ticket by clicking on “Check ticket status”. You can also click on the “Tickets” tab and see all your tickets with their status. You can reply to messages from agents, mark a ticket as “Closed” and even add other people to the conversation.

If a reply is sent to a “Closed” ticket, the ticket will be automatically re-opened and will remain “Open” until it is resolved.

Once a ticket has been marked as “Resolved”, the ticket will automatically close in 48 hours.

Make sure you respond to “Satisfaction survey” sent to your email once a ticket has been resolved & closed. Your feedback is valuable to us and helps improve our customer support.


SLA Policy – ExxonMobil Support

A Service Level Agreement (SLA) policy lets us set standards of performance for our support team. SLA policy defines the time limit within which agents should respond to, and resolve tickets based on ticket priorities.

SLA Policies will be used in Blendtech’s Helpdesk system to determine the “Due By” time for each ticket.

SLA Targets

#
Priority
Respond within
Resolve within
Operational Hours*
Escalation Email* Sent to Blendtech
1
Urgent
1 hrs
4 hrs
Calendar Hrs
Yes
2
High
2 hrs
8 hrs
Calendar Hrs
Yes
3
Medium
24 hrs
4 days
Business Hrs
No
4
Low
24 hrs
7 days
Business Hrs
No

Operational Hours: Calendar hours includes working hours as well as holidays. Business hours are official working hours only.

Escalation Email: Email sent out by Freshdesk to responsible Supervisor at Blendtech.

Terminal Action

#
Priority
Typical Examples
Recommended Action
1
Urgent
  • Unable to load (Driver waiting)
  • Driver locked out
Call 24/7 Support number
2
High
  • BOL not printing
  • User locked out from logging into TMS
  • Bay/Loading Arms disabled
Call 24/7 Support number
3
Medium
  • Driver can’t card in
  • User password reset required
  • Dye inventory report required
Create a ticket in Helpdesk portal or send email to EMhelpdesk@blendtech.com
4
Low
  • Information required
  • Assistance required for clearing Alarms
  • Training required
Create a ticket in Helpdesk portal or send email to EMhelpdesk@blendtech.com