Dear Partner,

we would like to present to you our platform for managing after-sales support requests. All requests are managed via BERlogic Helpdesk only. 

To learn how to use BERlogic Helpdesk, please carefully review the guide below. This guide takes you step-by-step through the main features of your account area, which will simplify and help you organize your day-to-day requests.

Sign up to the BERlogic Helpdesk

To be able to create requests in the BERlogic Helpdesk you have to sign up first. We ask you to create a separate account for each operator using your full name and personal corporate e-mail. It will help to follow up on the history of the created ticket and all responsible persons.

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Please follow steps to sign up:

1. Press "Sign in" in the upper right corner.
2. In the opened pop-up box select "Sign up". (pic. 1)  
3. In the opened "Sign up " box add your full name and e-mail. Please use only your e-mail under the corporate domain, for example, jsmith@company.com. (pic. 2)
4. Verify yourself being not a robot and press the "Sign up " button. (pic. 2)
5. Send an email to support@berlogic.de or a Service Desk request (if you have access already) with a request to activate signed up account(s).
6. We will send an activation letter and inform you about this in reply.
7. After receiving the confirmation from us please check your e-mail inbox. Open a activation letter from "BERlogic Helpdesk" and click the activation link to finish the registration process. 
8. Note: If you haven't received the activation letter, please check your Spam folder. If it is not there, please contact support@berlogic.de.
9. Follow the activation link and create a password for your personal account. Your password must be at least 5 characters long and must differ from the e-mail address.

Congratulations, your personal Helpdesk account has been successfully created!

Create New Ticket in BERlogic Helpdesk

To create a new ticket please follow steps:

1. Select “Submit a ticket” in the right top corner.
2. Fill in all the mandatory fields:
   • PNR
   • Request Type
   • Subject
   • Description
   • Priority
   • Ticket Number and Attachments are optional.
3. Click the “Submit” button.

Congratulations, your request was successfully submitted and can be tracked in "Tickets" section.

Currently following Request Types are available:

• Provide Information ℹ️ - fare rules, PNR time limit
• Change: Passenger's Data - name and APIS change 
• Refund: Involuntary
• Refund: Voluntary
• Re-booking: Involuntary
• Re-booking: Voluntary

• Issue: SSR - baggage, seats, pets etc.

• Void

• Group Request

• Issue: Ticket

• Other

If you want to request any kind of information (regarding flight/cost of operation/refund amount etc.), please use the first request type "Provide Information ℹ️". For all other requests that require further actions please select one of the request types in the drop-down menu.

The following Priorities can be applied to your ticket:

• Urgent - will be taken immediately and action immediately (up to 30 min)
• High - will be checked within 1 hour to action
• Medium- will be checked within 2 hours to action
• Low - will be checked within 4 hours to action

All your requests will be processed according to the priority set.

Please use the priority Urgent only in case if the action must be taken immediately. For example, a passenger is at the airport and can't get on a flight.

High priority should be set if the action must be taken as soon as possible. For example, a flight is scheduled for tomorrow, and the client wants to rebook it.

Tickets with Medium and Low priorities will be processed after Urgent tickets and High priority tickets are solved. Use these priorities where the solution can be provided within 24 hours.

Important! Please create one ticket for one request. We can avoid mistakes when there are several requests in one ticket.

Searching for a ticket

After creating a new ticket, you receive a confirmation e-mail. An ID number is assigned to every ticket and can be used for a quick search of the ticket in the search field. Just type the ID number in the search field and your ticket will be shown in the results.

You may also find a ticket by any text in Subject and Descriptions fields. We recommend to use PNR number for searching. In order to make it easier please note PNR number in Subject and Descriptions fields when creating a ticket. This will help you organize you out mutual workflow nice and easy!)

Manage Your Requests

To check available requests please click "Tickets" in the upper right corner:

Here is the list of requests created by you (current user) and as a team member, you can see all requests created by your colleagues. You can follow them and add comments if you are processing current requests instead of your colleagues.

If you don't see your colleagues' tickets please contact your Account Manager to make set it up.

You are also able to search for a ticket using the search field and sort by ticket status.

Now you can sort by opened and resolved requests as well as requests that should be replied by you.

Manage Your Helpdesk Account

In your personal account you can:

• Track all your requests;
• Change password;
• Edit your profile (change name and email, add a profile photo and phone number).

To do the operations mentioned above, please click on your name in the right top corner and select the desired menu item.