Everything you ask Eido Support becomes a ticket, whichever way you send it. This page explains the two ways to raise one, how to follow it afterwards, how an administrator can see every ticket from their organisation, and how to escalate.
For support hours and response targets, see Support and service delivery. For what to put in a ticket so that the first reply can be an answer, see Contact support.
Last reviewed: 13 October 2026
Two ways to raise a ticket#
| Support portal | ||
|---|---|---|
| Where | support.eido.io | [email protected] |
| Do you need a sign-in? | Yes, to see and update your tickets there. See Get a sign-in for the support portal | No |
| Good for | Following several tickets, and looking back at earlier ones | A quick question, or forwarding an error you have been sent |
Both end up in the same place and are handled in the same way. Use whichever suits you, and use your work email address for both, so that Eido knows which organisation you belong to.
Through the support portal#
- Open support.eido.io.
- Press Get Help, which is for reporting a problem or asking for support. Contact Support at the top of every page opens the same form. If you are not signed in, the portal asks you to sign in first.
- Describe the problem and send the form.
- Eido confirms by email that the ticket has been received. Replies come to you by email, and are also on the ticket in the portal.
The portal’s home page has two other forms: Request a Feature, for suggesting something new or an improvement, and Give Feedback.
By email#
Write to [email protected] from your work address. Your message opens a ticket, and Eido confirms by email that it has been received.
- Put what is wrong in the subject line, not only “Help” or “Issue”.
- Raise one problem in each email. Two problems in one message become one ticket, and the second is easily lost.
- To add something later, reply to any email on that ticket. Starting a new email starts a new ticket.
- To bring a colleague in, copy them on your email. They then receive the replies as well.
What to tell us#
The more of this the first message has, the fewer messages it takes: your region, your organisation, the Intune tenant, the device or user, the screen you were on, what you expected and what you saw, when it happened, the exact error text and a screenshot. The full list, with where to find each item, is in What to include.
Two things to put at the start of the subject line when they apply:
| Start the subject with | When |
|---|---|
| Urgent | A critical incident: the service is unavailable or badly degraded for several people and there is no reasonable workaround. Say how many people are affected. Critical incidents are handled 24 hours a day, 7 days a week. |
| Security | Also handled 24 hours a day, 7 days a week. You think you have found a security problem in Eido, or that an account or a linked tenant has been misused. See Reporting a security concern. |
Never send a password, a multi-factor code or a client secret. See What not to send.
Following and updating a ticket#
- By email. Every reply from Eido arrives by email. Reply to it to answer a question or add information. A reply to a ticket that has been solved reopens it.
- In the portal. Sign in at support.eido.io, open the menu under your name at the top of the page and choose your requests. Each ticket shows its status and the whole conversation, and you can add a comment or an attachment.
Get a sign-in for the support portal#
You do not need a sign-in to raise a ticket by email. You need one to read and update your tickets in the portal.
Open support.eido.io and press Sign in. Choose whichever of these fits:
| On the sign-in page | Use it when | What happens |
|---|---|---|
| Sign in with Microsoft | You have a Microsoft work account, as everybody who uses Eido does | You sign in with that account. There is no separate password to set or remember. |
| Request password, beside “Emailed us for support?” | You have already emailed Eido Support and have never signed in to the portal | Your portal account already exists, because your first email created it. Enter your email address and the portal sends you a link to choose a password. |
| Sign up, beside “New to Eido?” | You have never contacted Eido Support | Enter your name and work email address. The portal emails you a link to confirm the address and choose a password. |
| Forgot password? | You have signed in with a password before and cannot remember it | The portal emails you a link to choose a new one. |
A sign-in for the support portal is separate from your sign-in to Eido itself. Having one does not give anybody access to Eido, and being removed from Eido does not remove a person from the portal.
See every ticket from your organisation#
By default each person sees only the tickets they raised themselves, and the ones they were copied on. An administrator can ask Eido to let chosen people see every ticket raised by anybody in their organisation. It is available to every customer, at no charge, on request.
It is useful for a service owner or a team lead who needs to know what has been reported, to avoid raising the same problem twice, and to pick up a colleague’s ticket while they are away.
Ask for it#
- An administrator of your Eido organisation raises a ticket, through the portal or by email, with the subject “Organisation ticket access”.
- Name the people who should have it, with the work email address of each. Say whether they should only read the organisation’s tickets, or also be able to add comments to them.
- Eido checks the request. Because this shows one person what others have written, Eido confirms that the person asking is an administrator of your Eido organisation before changing anything. If somebody else asks, Eido asks one of your administrators to approve it.
- Eido switches it on and replies on the ticket to say so.
- Each person named signs in to the portal. If they have never signed in, see Get a sign-in for the support portal. Their requests now include a list of the organisation’s requests alongside their own.
Things to know#
- People are matched to your organisation by their email address. A colleague who writes to Eido from a personal address, or from a different company domain, is not recognised as part of your organisation, and their tickets are not in the list. Tell us about other domains your organisation uses.
- It covers tickets, not Eido. It does not change anybody’s role or what they can see in Eido itself.
- Review it when people move on. When somebody with this access changes role or leaves, raise a ticket asking for it to be removed. Eido does not know when a person has left your organisation.
- To add or remove people later, an administrator raises a ticket in the same way.
Escalating a ticket#
Escalate when a ticket is not moving at the pace the problem needs: the impact has grown, a deadline is close, or a response target has passed. See Support hours and response targets.
- Reply on the ticket and ask for it to be escalated. Do this first, by email or in the portal, so that the request is on the ticket with its whole history. Say what has changed: how many people are affected, what they cannot do, any deadline, and whether there is a workaround.
- Speak to your Customer Success Manager. Give them the ticket number. They can raise it inside Eido and keep you informed.
- Make a formal complaint, if you are still not satisfied. Send it through the portal or by email and say that it is a formal complaint. It is escalated to Eido management. Eido aims to acknowledge a complaint within two business days and to give a substantive response within 30 calendar days. See Formal complaints.
A new ticket about the same problem does not escalate it. It splits the conversation in two and slows both down.
To escalate a request for a new feature or an enhancement, where what you need is a decision, raise it directly with your Customer Success Manager. See Escalating a request for a decision.
Critical and out-of-hours problems#
A critical incident is a platform issue, a major incident or a critical service outage (CSO): the production service is unavailable or materially degraded for several people and there is no reasonable workaround. A suspected security incident affecting your data is always critical.
Critical incidents are handled 24 hours a day, 7 days a week. Raise one in the usual way, with Urgent or Security at the start of the subject. One reported outside business hours is reviewed and actioned within 12 elapsed hours, including weekends and UK bank holidays.
Incidents of high, medium or low priority that do not affect the platform or security are reviewed during business hours, which are 08:00 to 23:00 UK time, Monday to Friday. See Critical incidents, around the clock and Business hours.
During a material incident, Eido aims to give affected customers a progress update at least every four hours. See Incident communication and escalation.