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Our helpdesk form is available at the following link: https://helpdesk.fidentity.ch/help/270907187.

In order to ensure your ticket includes all required information, we kindly request that you fill out the form thoroughly and correctly:

Ihr Name: Please enter your full name

E-Mail-Adresse: Please enter your correct email address. Replies from our support team will be sent to this address. Additionally, access to the overview of all your tickets will be available via email login

Ticket type:

  • Bug Select this ticket type if you have identified a malfunction or unexpected behavior in fidentity.

  • Question Select this ticket type if you have a general question regarding fidentity.

  • Problem Select this ticket type if you require assistance that is not related to a malfunction in fidentity.

  • Change Request Select this ticket type if you would like to submit a request for a change.

  • Incident Select this ticket type in the event of a complete system outage. Please note: Selecting this ticket type will trigger internal alerts at fidentity. Do not use this option for reporting bugs.

  • Certificate Revocation Select this ticket type if you need to revoke a certificate retrospectively.

  • Security Reason Select this ticket type if you have a question related to the security of fidentity.

  • Infrastructure Maintenance Select this ticket type if you have questions regarding the infrastructure of fidentity.

Process extID: Die extID gibt uns die Möglichkeit den betroffenen Prozess zu identifizieren und zu analysieren. Sie finden die extID in Ihrem Dashboard. Gehen Sie dazu auf den Prozess, welchen der Support von fidentity betrachten soll. In der oberen rechten Ecke finden Sie das Feld "extID".

Environment: Productive or stage environment.

Tenant_URL: The URL we can reach your tenant. Please ensure that you provide the correct URL, especially in cases where your staging and production tenants differ. Kindly avoid submitting only your company name.

Subject: Please enter a brief subject here, similar to the subject line of an email.

Nachricht: Please describe the issue clearly.

  • What malfunction occurred?

  • What was the expected behavior?

  • What were the most recent actions performed?

  • What error message appeared, or what could be observed?

  • Are there any supporting screenshots or videos?

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