Contacting the Customer Support Europe

1) Purpose

Provide a standard process to contact Customer Support Europe for incidents, service requests, and how-to questions, ensuring proper tracking and timely resolution.

2) Scope

Applies to all users and internal teams supporting customers in Europe.

3) Support Hours (Europe)

• Monday–Thursday: 08:00–17:00
• Friday: 08:00–15:00

Requests can be submitted anytime via the portal; responses and live coordination follow the hours above unless a Major Incident is declared.

4) Contact Channels (in order of preference)

4.1 Primary channel: Zendesk Portal

Use Zendesk for all requests to ensure traceability and SLA tracking.

Portal: https://help.eu.zendesk.com

Action: Sign In and submit a request (Fill the mandatory fields)

4.2 Major Incidents (P1): Support Teams Channel + Zendesk Ticket

For Major Incidents, use the product’s dedicated Teams channel for rapid coordination and create/update a Zendesk ticket for tracking.

If you are unsure which support channel to use, or cross-product impact exists, escalate to:

José Caldas — jose.caldas@syngenta.com (Major Incident escalation point)

4.3 Secondary Channels: Local BUs Channels and Support Widgets (Product Embeded)

• Spainish WhatsApp: +34 660 35 99 08
• France: Phone: 0800402829

• CW Protector Widget:

  Click in interrogation button (?);
  Ask a question or describe what you need;

        If the bot can't answer, click in "Get in touch" and fill the mandatory informations.
        The ticket will be created and the ticket follow-up will be done via email from this time. 

• CW Seed Selector Widget:
  • Click in support button (Support);
  • Ask a question or describe what you need;

• If the bot can't answer, click in "Leave us a message" and fill the mandatory informations.
• The ticket will be created and the ticket follow-up will be done via email from this time. 

• CW Spray Assist Widget:

  • Click in Menu > How can we help you?

     

• Fill the mandatory informations.
• The ticket will be created and the ticket follow-up will be done via email from this time. 

5) When to Contact Support

Contact Europe Support when you need to:

• Report an incident (bug, outage, error, performance issue)
• Request a service (access, configuration, data correction, enablement)
• Ask a how-to / product usage question
• Escalate an issue with increasing customer impact

6) Procedure — Standard Request (Zendesk)

1. Go to https://help.eu.zendesk.com and sign in (SSO if prompted).
2. Click Submit a request.
3. Select the appropriate Product and Service.
4. Complete the ticket with the Minimum Data Set (Section 8).
5. Attach evidence (screenshots, logs, exports, timestamps).
6. Click Submit.
7. Track progress by replying to the ticket email (keep all updates in the same ticket).

7) Procedure — Major Incident (P1)

Use this flow when service is down or severely degraded with high customer impact and no viable workaround.

1. Create or update a Zendesk ticket immediately
   • Title should start with: [P1 Major Incident]
   • Include impact, affected customers, start time, and current status.
2. Post in the Support Teams channel
   • Share the Zendesk ticket number
   • Summarize impact + what is currently known
3. Escalate if needed
   • If you cannot identify the right product channel, or the incident spans multiple products/teams, email:
     José Caldas (jose.caldas@syngenta.com) with the ticket number and impact summary.

8) Minimum Data Set (Required in Every Ticket)

Requester & customer context

• Customer name / organization, country
• Workspace name
• User login/email
• Environment (Production/Staging), if applicable

Issue description

• Expected result vs actual result
• Exact error message (copy/paste)
• Start time and frequency (always/intermittent)

Reproduction & scope

• Steps to reproduce
• Affected module/page + URL (if relevant)
• Number of users impacted

Impact & urgency

• Business impact (what is blocked)
• Deadline/time sensitivity
• Workaround (if any)

Evidence

• Screenshots/screen recording
• IDs (field ID, userID, etc.), timestamps
• Device/app version and browser (if relevant)

9) Priority Guidance (if the form asks)

• P1 / Critical: Outage or severe degradation; many users; no workaround → use Major Incident flow
• P2 / High: Significant impact; workaround exists
• P3 / Medium: Limited impact; small group; workaround available
• P4 / Low: How-to, minor issues, enhancement requests

10) Escalation Rules

Escalate when:

• Impact increases (e.g., more customers/users affected)
• A P1/P2 issue is time-critical
• You cannot coordinate via the correct product channel

How to escalate

• Update the Zendesk ticket with “Escalation requested” + latest impact and evidence
• For Major Incidents, also coordinate via Teams and/or email José Caldas with the ticket number