Helpdesk for GXO
About
Our helpdesk is the designated platform for reporting any issues by creating a ticket. Upon creation of a ticket, we are promptly notified via email and in our internal communication platform, following which we take immediate necessary actions. In case of critical issues, please also contact us by phone to ensure that the ticket receives the required attention.
Get in contact
sscp@endare.com (general e-mail address)
+32 09 224 08 00
Raise a ticket
To reach someone from the Endare support team, what steps should I take?
If you wish to communicate with someone without the need to create a support ticket, you can contact us via phone or email.
By phone
You can contact us by calling the number +32 09 224 08 00. Please mention your company name as 'GXO' and provide a brief description of your topic. One of our colleagues will then connect you with the appropriate person.
By email
Please send an email to sscp@endare.com. Your email will be forwarded to the GXO support team.
How can I ensure that a critical issue (P1) will receive the necessary attention?
Please report the issue using the standard procedure and be sure to specify the correct priority and impact values. Following this, contact the Endare office by phone and reference the created issue. The person you speak with will then notify the relevant individual, ensuring that your ticket receives priority attention.
What to do when the issue is both software and hardware related?
When an issue involves shared responsibility between the software (Endare) and hardware (GXO) teams, arranging a call can be beneficial for localizing the problem and establishing clear responsibilities. After reporting the issue using the standard procedure, reach out to Endare support and the GXO hardware team via email to organize a call. In cases of critical issues, please also contact us by phone as you would when reporting any critical issue.
Selecting an appropriate ticket priority.
Endare works with 4 priority levels for incident resolution. In this way, work can be efficiently scheduled on the Service Desk. The levels are described in the following table.
Priority | Description |
 | The incident directly or indirectly affects the functioning of a large group of people and/or applications and/or systems. Immediate resolution is required. It may be necessary for Endare to continue working after working hours until an acceptable solution or "workaround" has been found. This is determined in mutual consultation. |
 | The incident directly or indirectly affects the functioning of at least 5 people and/or has an impact on 1 specific application or 1 specific system. Very fast solution is required. It is not necessary for Endare to continue working after office hours until an acceptable solution or "workaround" has been found. |
 | The incident has a minor effect on the functioning of the application or system. Visitors experience minor inconveniences related to the application. |
 | The incident has a minor effect on the way the application or system works. Visitors are not confronted with any noticeable difficulties related to the application. |
It is important to take these descriptions into account when reporting an incident. If each incident would be reported as P1, Endare should still be able to make a decision which incident should be dealt with first. We then try to determine the priority on the basis of the description and the following matrix.
The matrix can help to estimate the appropriate priority level when reporting an incident.
‼️If a ticket is submitted via email instead of through the helpdesk form, it will automatically be assigned the lowest priority. Therefore, please make sure to clearly indicate the priority level for your ticket in your email.
Adding comments for ticket updates
It's not possible to modify a ticket once it's been created. However, you can supplement the existing information by adding a comment, allowing the support team to make necessary updates to the ticket form fields.
What is the workflow of a ticket?
The initial status of a ticket is 'New'.
When the first reply is posted, the status will indicate "First response"
If there is a comment with questions for a better understanding of the problem, it will have the status "Waiting for customer"
When development of a ticket is planned because no immediate action is required, the status will be "Planned"
Throughout development, its status is "In progress"
Once deployed to the Test environment, the status is "Ready for testing". The solution is now ready for testing. If everything is functioning as expected, please leave a comment to proceed with the release to production. Feel free to provide any feedback or suggestions in the comments section.
Once production is stable, it transitions to status "Solved".
For mistakes or non-bugs, the status will become "Cancelled"
Response and resolution times
Priority | Response time | Resolution time |
|---|---|---|
Critical issues (P1) | 1 hour | 4 hours |
High urgency issues (P2) | 4 hours | 12 hours |
Non-critical issues (P3) | 1 day | 5 days |
Low priority issues (P4) | 2 days | 2 weeks |
Change requests < 2 mendays | 5 days | 2 weeks |
The Response Time metric stops once we provide the first reply on the ticket. This initial response may be a request from our developer for additional details, an invitation to discuss the issue on a call, or a confirmation that we’ve received the ticket and are planning the development work.
The Resolution Time metric stops when the ticket reaches a “done” status (Solved or cancelled) . If we’re blocked due to missing information, the ticket status will be set to “Waiting for customer” and the resolution time will pause until we receive the necessary details. The metric also stops when the ticket is ready for testing and we're waiting for feedback.
For tickets that don’t require immediate action but are scheduled for future work, such as server maintenance, the status will be set to “Planned” once preparations are complete and the work is scheduled. In this case, the resolution time metric will also pause.