Overview

 

Welcome to the Customer Support Portal — your central place to contact our Support team and manage your existing cases.

 

Through the portal, you can:

• Log a new support case (sometimes referred to as a “ticket”)
• View and track the progress of your existing cases
• Communicate directly with our Support team
• Review case history and resolution details
  Note: Access to the Customer Support Portal is available only to customers who hold an active support entitlement with Basware. If you’re unsure whether your organisation has a valid entitlement, please contact your Account Manager or our Support team for clarification. 

 

Please take a moment to review the steps below, which will guide you through accessing the portal and creating or updating a support case.

 

 

1 - Accessing the Portal

• The Customer Support Portal can be accessed by visiting https://basware.service-now.com/bw
• Log in using the username and password provided.
  
• Once logged in, you’ll see your Home Page, which includes quick links to create a case, view your cases, and access helpful resources.

 

 

2 - Creating a New Case

• On the home page, click “Log a case”
  
  
  

• Select the form for your affected service.
  
  
  
• Complete the form with as much detail as possible:
  • Business Service / Category – Select the area related to your issue.
  • Short Description – Provide a brief summary of the problem.
  • Description – Include detailed information such as:
    • Steps taken before the issue occurred
    • Error messages (if any)
    • Impact on your business or workflow
  • Attachments – Add any relevant screenshots, logs, or documents.
• Click Submit.
  Your case will be logged in our system and assigned to the appropriate Support Consultant.

 

 

3 - Viewing and Tracking Your Cases

• From the main menu, select “My items”.
  
  
• You will see a list of all cases you have created, along with key details:
  
  
  
• Click on a case number to open and view the full case details.
  • Green is used to highlight the Cases that have the status ‘On Hold’ – ‘Pending customer’ = Basware is waiting for you to either provide feedback or take action before we can proceed with resolving the issue or completing the request.
  • Blue is used to highlight the Cases where there is an update from the Basware Support team (a customer note). This color is used to notify you that there is a new update on the Case.
  • White is where the case is ongoing or resolved or closed, there is no action/feedback pending from the customer and there is no unacknowledged update by the customer (all updates from the Basware support team have already been visualized by that customer user on that specific case).

 

 

4 - Communicating with Support

• You can add updates or respond to Support messages directly from within the case:
  • Open your case.
  • Type your message in the “Additional Comments” field.
  • Click “Post” or “Update”.
• Any updates from Support will appear in the case activity feed and will also be sent to you by email (if notifications are enabled).
• Once your support case has been opened, you can also update your case by responding to support emails.

 

 

5 - Closing and Reopening Cases

• Once an issue is resolved, your case will be marked as Resolved.
• If you believe further action is required, you can reopen resolved cases by replying to the resolution email or adding a new comment in the portal.
• Once marked as resolved, if you accept the resolution, or 15 days pass without communication, your case will move to the status Closed.
• Once a case has reached the status Closed it can no longer be reopened.

 

 

6 - Tips for a Faster Resolution

• Always include detailed steps and screenshots when logging your issue.
• Specify any recent changes (system updates, configuration changes, etc.).
• Use one case per issue to keep communication focused and clear.