If something in Eido is not working, or you cannot find the answer in these pages, raise a ticket. This page tells you where, and what to include so that the first reply can be an answer and not a list of questions.
How to reach us#
Raise a ticket at support.eido.io, Eido’s support desk. You can follow the ticket there, and add to it.
Use your work address, the one you sign in to Eido with. It tells us which organisation you belong to, and it means we can reply to somebody we know has an account.
Support hours, response targets and how incidents are handled are in Support and service delivery. Raising a ticket by email, signing in to the support portal, seeing every ticket from your organisation and escalating one are in Raising and escalating a support ticket.
The two links at the foot of the sidebar#
| Link | What it opens |
|---|---|
| Help Documentation | This support centre, in a new browser tab. Everybody has it. |
| Raise a ticket | The support desk at support.eido.io, in a new browser tab. |
You will not see Raise a ticket if:
- you have picked a customer in the customer list at the top of the sidebar. Choose All Customers and it comes back.
- your account is limited to a single customer.
Either way, the address above always works.
Follow an article, or save it#
Every article in this support centre has two buttons beside its breadcrumb.
| Button | What it does |
|---|---|
| Subscribe to updates | Eido emails you when the article changes in a way worth knowing about, at the address you sign in to Eido with. You must be signed in to Eido in the same browser. If you are not, use Sign in to Eido under the button: it asks which region your account is in and opens the article there, where you can subscribe. Press Subscribed to stop, or use the link in any of the emails. |
| Download PDF | Saves the article as a PDF, with the address it came from and the date. |
Ask Odie first#
If Odie is switched on, he can answer a “how do I” question from these pages and link the article he used. See Things to ask Odie.
Before you write#
A lot of questions have a quick answer:
- Troubleshooting covers the problems people meet most often, with the cause and the fix for each.
- If data looks out of date, open Admin, then Intune Tenants, and read the sync status under the tenant’s name. See Intune tenants.
- If you cannot see a screen that a colleague can, it is usually your role, or a feature that an administrator has not switched on. See Roles.
What to include#
The more of this you can give us, the fewer messages it takes.
| Tell us | Where to find it | Why it helps |
|---|---|---|
| Your region | The address in your browser: uk.eido.io, eu.eido.io or us.eido.io | Your account is registered in one region. We need to look in the right one |
| Your organisation’s name | The company name you signed up with | It identifies your account |
| The Intune tenant | The tenant’s name as it appears on Admin, Intune Tenants | Many organisations have more than one tenant linked |
| The customer, if you manage several | The name in the customer list at the top of the sidebar | So we look at the same data as you |
| The device or user | The device name as shown on Endpoints, or the user’s name. A serial number helps too | Problems are much quicker to trace on a named example |
| The screen | The name of the page, and the address from your browser’s address bar | The address often carries the exact report, dashboard or device you had open |
| What you expected and what you saw | In your own words | “The patch status is wrong” is hard to act on. “This device shows High, but it installed this month’s update on Tuesday” is not |
| The time it happened | As closely as you can, with your time zone | Lets us match it against what Eido was doing then |
| The error text | Copy the words exactly | The wording tells us where it came from |
| A screenshot | Of the whole browser window, not only the error | It shows the filters, the customer and the page all at once |
| Whether it happens every time | Try once more, and in a private browser window if you can | Tells us whether to look at the product or at one browser |
For a sign-in problem, also tell us the email address you are signing in with and the exact message on the sign-in page.
For a problem with one Intune tenant, also tell us roughly when it was linked and whether it was linked with Read-Only Access, Read-Write Access or your own app registration. The access level is shown next to the sync status on Admin, Intune Tenants.
An example of a good message#
Region: UK. Organisation: Contoso Ltd. Tenant: Contoso Production.
The device LON-LT-0142 has not appeared on Endpoints. It was enrolled in Intune yesterday at about 14:00 UK time and shows there as a Windows device with a primary user. The tenant’s sync status says “12 mins until next sync”, so it has synced since. Device scoping is on for this tenant, limited to Windows. Screenshot of the Endpoints search attached.
What not to send#
Never send any of the following, to us or to anybody else:
- a password, or a multi-factor code
- the client secret of an app registration
- an Eido Client enrolment token
- an export of personal data that we have not asked for
We will never ask for your Microsoft password. If we need to see a piece of data, we will tell you exactly which.
When you take a screenshot, check what else is on screen. Crop or blur anything that should not leave your organisation.
Reporting a security concern#
If you believe you have found a security problem in Eido, or you think an account or a linked tenant has been misused, raise a ticket with Eido support and put Security at the start of the subject line.
Tell us:
- what you saw, and when
- your region and organisation
- how to reproduce it, if you can
- who we should reply to
Please do not post the details anywhere public before we have had a chance to look.
If the worry is about one person’s access, you do not have to wait for us. An administrator can remove that person on the Team page straight away, which signs them out at once. To cut Eido off from an Intune tenant altogether, remove the tenant and delete the Eido application from Enterprise applications in your Microsoft Entra admin centre. See Security and your data.
Other things to write to us about#
| For | See |
|---|---|
| Extending a trial, upgrading, invoices and payment | Plans and billing |
| Asking for your organisation’s data to be deleted | Security and your data |
| The terms of service and the data processing agreement | Security and your data |