Our support area has a range of articles and videos covering a range of topics.
To view any of our support articles you will need an EkkoSense Support Area account. Please create one using the buttons in the top right of this screen.
If you feel you need further help with your query, please raise a support ticket via the link below.
{"xsrfToken":"a0c3b3efb3ffbd914ea32ae09ae8908fc4ff4fe6_lout","branding":{"id":"1","key":"esd","name":"EkkoSense Support","portalBaseUrl":"/servicedesk/customer/portal/1","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/1/2","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#35a0cc","headerLinkHoverBGColor":"#35a0cc","headerBadgeColor":"#35a0cc"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/9b7328ea-b028-4daa-8870-edf3c2fe4808/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIzZTcxYzU0My05MWNjLTQ3NTEtYWNlYi02M2RjNjMwOTE2OWEiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjliNzMyOGVhLWIwMjgtNGRhYS04ODcwLWVkZjNjMmZlNDgwOCI6WyJyZWFkIl19LCJleHAiOjE3NDI1NzgyOTIsIm5iZiI6MTc0MjU3NzY5Mn0.P5LZiRMxSIdyFCRa1V8Px2WOGMqkah1Kui8btYgW0tM&client=3e71c543-91cc-4751-aceb-63dc6309169a&mode=fit","logoId":"9b7328ea-b028-4daa-8870-edf3c2fe4808","isLogoAvailable":true,"helpCenterTitle":"Welcome to the EkkoSense support area","sharedPortalName":"Support Area","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"en-GB":{"helpCenterTitle":"Welcome to the EkkoSense support area","sharedPortalName":"Support Area","localeDisplayName":"English (United Kingdom)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-GB","userLanguageTag":"en-GB","portalThemeColor":"#0074e0","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file/7fdde4c2-dfa3-4869-8ca5-60d5369f142b/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIzZTcxYzU0My05MWNjLTQ3NTEtYWNlYi02M2RjNjMwOTE2OWEiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjdmZGRlNGMyLWRmYTMtNDg2OS04Y2E1LTYwZDUzNjlmMTQyYiI6WyJyZWFkIl19LCJleHAiOjE3NDI1NzgyOTIsIm5iZiI6MTc0MjU3NzY5Mn0.vLgXa5esv3dYHh8gTUEuw0IJVHHYm5nFuYpW_op45SE&client=3e71c543-91cc-4751-aceb-63dc6309169a&height=300&mode=fit","bannerMediaApiFileId":"7fdde4c2-dfa3-4869-8ca5-60d5369f142b","useDefaultBanner":false,"isBannerAvailable":true,"hasTopBarBeenSplit":false},"portal":{"id":"1","key":"esd","projectId":10600,"serviceDeskId":1,"name":"EkkoSense Support","description":"<p>Our support area has a range of articles and videos covering a range of topics.</p>\n<p>To view any of our support articles you will need an EkkoSense Support Area account. Please create one using the buttons in the top right of this screen.</p>\n<p>If you feel you need further help with your query, please raise a support ticket via the link below.</p>","portalBaseUrl":"/servicedesk/customer/portal/1","reqTypes":[{"id":"9","name":"Bug Report","descriptionHtml":"","callToAction":"Bug Report","introHtml":"<p>Software Bug</p>","icon":11505,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11505","groups":[1],"key":""},{"id":"15","name":"Feature Request","descriptionHtml":"","callToAction":"Feature Request","introHtml":"<p>Request for a new feature</p>","icon":11499,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11499","groups":[1],"key":""},{"id":"12","name":"General Support","descriptionHtml":"","callToAction":"General Support","introHtml":"<p>Assistance with a feature</p>","icon":11476,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11476","groups":[1],"key":""},{"id":"8","name":"Installation Support","descriptionHtml":"","callToAction":"Installation Support","introHtml":"<p>Support and guidance relating to on site installations</p>","icon":11480,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11480","groups":[1],"key":""},{"id":"10","name":"Login Issue","descriptionHtml":"","callToAction":"Login Issue","introHtml":"<p>Credential issues</p>","icon":11473,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11473","groups":[1],"key":""},{"id":"43","name":"New User Request","descriptionHtml":"","callToAction":"New User Request","introHtml":"<p>EkkoSoft Critical Access Requests and Amendments</p>","icon":11475,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11475","groups":[1],"key":""},{"id":"13","name":"Other","descriptionHtml":"","callToAction":"Other","introHtml":"<p>Does not fit in any other category</p>","icon":11501,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11501","groups":[1],"key":""},{"id":"11","name":"Software Outage","descriptionHtml":"<p>Please review our Status Page for live updates <a href=\"https://status.ekkosense.co.uk/\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">https://status.ekkosense.co.uk/</a></p>","callToAction":"Software Outage","introHtml":"<p>Outage of EkkoSoft</p>","icon":11472,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11472","groups":[1],"key":""},{"id":"44","name":"Training/Demonstration Request","descriptionHtml":"","callToAction":"Training/Demonstration Request","introHtml":"<p>Requests relating to further training on EkkoSoft Critical</p>","icon":11476,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11476","groups":[1],"key":""},{"id":"56","name":"Bug Report (internal)","descriptionHtml":"","callToAction":"Bug Report (internal)","introHtml":"<p>Software Bug (internal)</p>","icon":11505,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11505","groups":[],"key":""},{"id":"64","name":"CX Support Request","descriptionHtml":"","callToAction":"CX Support Request","introHtml":"<p>This Request type is for the CX team to request Support Desk Support</p>","icon":11459,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11459","groups":[],"key":""},{"id":"63","name":"CX Support Ticket","descriptionHtml":"","callToAction":"CX Support Ticket","introHtml":"<p>This ticket type is for interactions between CX and SD</p>","icon":11459,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11459","groups":[],"key":""},{"id":"57","name":"Feature request (Internal)","descriptionHtml":"","callToAction":"Feature request (Internal)","introHtml":"","icon":11499,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11499","groups":[],"key":""},{"id":"58","name":"General Support (Internal)","descriptionHtml":"","callToAction":"General Support (Internal)","introHtml":"","icon":11476,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11476","groups":[],"key":""},{"id":"17","name":"Inbound E-Mail","descriptionHtml":"","callToAction":"Inbound E-Mail","introHtml":"","icon":11032,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11032","groups":[],"key":""},{"id":"59","name":"Login issue (Internal)","descriptionHtml":"","callToAction":"Login issue (Internal)","introHtml":"","icon":11473,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11473","groups":[],"key":""},{"id":"60","name":"New User request (Internal)","descriptionHtml":"","callToAction":"New User request (Internal)","introHtml":"","icon":11475,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11475","groups":[],"key":""},{"id":"62","name":"Other (Internal)","descriptionHtml":"","callToAction":"Other (Internal)","introHtml":"","icon":11501,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11501","groups":[],"key":""},{"id":"61","name":"Training/Demo request (Internal)","descriptionHtml":"","callToAction":"Training/Demo request (Internal)","introHtml":"","icon":11476,"iconUrl":"https://ekkosense.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11476","groups":[],"key":""}],"reqGroups":[{"id":1,"name":"EkkoSoft Critical"}],"orderMapping":{"1":[43,10,44,12,8,15,9,13,11]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"3abcbc8a-2f00-3a0a-ab70-dfa2972cca67","appLinkName":"System Confluence","appLinkUrl":"https://ekkosense.atlassian.net/wiki","spaceKey":"KB","spaceName":"Knowledge Base","spaceUrl":"https://ekkosense.atlassian.net/wiki/spaces/KB","isServer":false},"labels":[],"projectKey":"ESD","serviceDeskId":1,"kbLinkDomainURLs":["https://ekkosense.atlassian.net"]},"createPermission":true,"portalAnnouncement":{"portalId":1,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"ESD","userLanguageHeader":"EkkoSense Support Area Library","userLanguageMessageWiki":"<p>To search through our full EkkoSense article library please visit: <a href=\"https://ekkosense.atlassian.net/servicedesk/customer/portal/1/topic/03046c01-d6b6-4b3e-8417-32ef077c0df5/article/1664811136\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\" style=\"text-decoration: underline;\">EkkoSense Support area Library</a></p>\n<p>For further information and guidance on how to use the EkkoSense Service Desk and Knowledgebase area please go to <a href=\"https://ekkosense.atlassian.net/servicedesk/customer/portal/1/topic/03046c01-d6b6-4b3e-8417-32ef077c0df5/article/2710634520\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\" style=\"text-decoration: underline;\">EkkoSense Service Desk & Knowledge Base Guide</a></p>","defaultLanguageHeader":"EkkoSense Support Area Library","defaultLanguageMessage":"To search through our full EkkoSense article library please visit: [EkkoSense Support area Library|https://ekkosense.atlassian.net/servicedesk/customer/portal/1/topic/03046c01-d6b6-4b3e-8417-32ef077c0df5/article/1664811136]\n\nFor further information and guidance on how to use the EkkoSense Service Desk and Knowledgebase area please go to [EkkoSense Service Desk & Knowledge Base Guide|https://ekkosense.atlassian.net/servicedesk/customer/portal/1/topic/03046c01-d6b6-4b3e-8417-32ef077c0df5/article/2710634520]","defaultLanguageDisplayName":"English (United Kingdom)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIzZTcxYzU0My05MWNjLTQ3NTEtYWNlYi02M2RjNjMwOTE2OWEiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTEwNjAwIjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NDI1Nzg4OTIsIm5iZiI6MTc0MjU3NzY5Mn0.1oIYIwIE91KV5Mb3aKxvlOA4Kj4ReqkGhWKYUtapl24","targetCollection":"upload-project-10600","endpointUrl":"https://api.media.atlassian.com","clientId":"3e71c543-91cc-4751-aceb-63dc6309169a","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[{"id":"03046c01-d6b6-4b3e-8417-32ef077c0df5","name":"EkkoSense Support Area Library","description":"A searchable contents page if you want to look through every article EkkoSense have created","categoryUrl":"https://ekkosense.atlassian.net/servicedesk/customer/portal/1/topic/03046c01-d6b6-4b3e-8417-32ef077c0df5","lastUpdated":"1618919080361","createdAt":"1618918926159"},{"id":"2ffc4372-71fe-4619-ae9e-cee2c1b61381","name":"EkkoSoft Access Troubleshooting","description":"Having problems logging in? All articles regarding access can be found in this section. ","categoryUrl":"https://ekkosense.atlassian.net/servicedesk/customer/portal/1/topic/2ffc4372-71fe-4619-ae9e-cee2c1b61381","lastUpdated":"1619523415782","createdAt":"1618844797639"},{"id":"b2d41253-c4d6-4dfe-b9e0-e661a5b78459","name":"EkkoSoft Information","description":"All articles regarding EkkoSoft guides and troubleshooting can be found in this section.","categoryUrl":"https://ekkosense.atlassian.net/servicedesk/customer/portal/1/topic/b2d41253-c4d6-4dfe-b9e0-e661a5b78459","lastUpdated":"1618914889706","createdAt":"1618914835762"},{"id":"a31248f6-023e-4e0a-be3a-c35759143006","name":"EkkoSense Hardware Information ","description":"All articles regarding EkkoSense hardware installation and troubleshooting can be found in this section.","categoryUrl":"https://ekkosense.atlassian.net/servicedesk/customer/portal/1/topic/a31248f6-023e-4e0a-be3a-c35759143006","lastUpdated":"1618916803447","createdAt":"1618914573015"},{"id":"f124681a-4ae7-43e9-9411-7b81d4fb38ae","name":"EkkoSense Support","description":"Please find all articles relating to EkkoSense support in the area.","categoryUrl":"https://ekkosense.atlassian.net/servicedesk/customer/portal/1/topic/f124681a-4ae7-43e9-9411-7b81d4fb38ae","lastUpdated":"1740407181149","createdAt":"1618915046380"},{"id":"849406bd-b28e-4922-a464-80e1e77d21de","name":"3DCIM Information","description":"All articles regarding 3DCIM and troubleshooting can be found in this section.","categoryUrl":"https://ekkosense.atlassian.net/servicedesk/customer/portal/1/topic/849406bd-b28e-4922-a464-80e1e77d21de","lastUpdated":"1701166069909","createdAt":"1701166041148"}]}},"sharedPortal":{"name":"Support Area","description":"<p>Welcome to the help center - we're here to help! Raise a request from the options provided.</p>","kbs":{"kbEnabled":true,"appLinkUrl":"https://ekkosense.atlassian.net/wiki","kbLinkDomainURLs":["https://ekkosense.atlassian.net"]}},"portalWebFragments":{"headerPanels":[{"params":{},"key":"com.atlassian.plugins.atlassian-connect-plugin:jsd-status-page__sd-portal-header-create_request","name":"sd-portal-header","html":"<div class=\"ap-container\" id=\"ap-jsd-status-page__sd-portal-header-create_request\">\n\n <div class=\"ap-content \" id=\"embedded-jsd-status-page__sd-portal-header-create_request\"></div>\n <script class=\"ap-iframe-body-script\">\n (function(){\n var data = {\n \"addon_key\":\"jsd-status-page\",\n \"uniqueKey\":\"jsd-status-page__sd-portal-header-create_request\",\n \"key\":\"sd-portal-header-create_request\",\n \"moduleType\":\"webPanels\", \"moduleLocation\":\"servicedesk.portal.header.create_request\", \"title\":\"sd-portal-header\", \"cp\":\"\",\n \"general\":\"\",\n \"w\":\"\",\n \"h\":\"\",\n \"url\":\"https://jsd-status-page.us-west-1.prod.public.atl-paas.net/portal-header/1?xdm_e=https%3A%2F%2Fekkosense.atlassian.net&xdm_c=channel-jsd-status-page__sd-portal-header-create_request&cp=&xdm_deprecated_addon_key_do_not_use=jsd-status-page&lic=none&cv=1001.0.0-SNAPSHOT&jwt=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJxc2giOiIxMGVjYmUxNjA5YmRhZjFlOGQwZjdlOWI1YmVhYTU5M2Y2ZGJiM2JiODliZmY2YWFiMTliZjY3MjQ0ZTNmMWZlIiwiaXNzIjoiYmJmM2RiYmMtZGVmOC0zNGNjLTg2YjEtMjUzYjkwYzBkMjk3IiwiY29udGV4dCI6e30sImV4cCI6MTc0MjU3ODU5MiwiaWF0IjoxNzQyNTc3NjkyfQ.605r5Afz1mlC0w4x127mTdl492YNg9NpKPiLySBAGPs\",\n \"contextJwt\": \"eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJxc2giOiJjb250ZXh0LXFzaCIsImlzcyI6ImJiZjNkYmJjLWRlZjgtMzRjYy04NmIxLTI1M2I5MGMwZDI5NyIsImNvbnRleHQiOnsidXJsIjp7ImRpc3BsYXlVcmwiOiJodHRwczpcL1wvZWtrb3NlbnNlLmF0bGFzc2lhbi5uZXQiLCJkaXNwbGF5VXJsU2VydmljZWRlc2tIZWxwQ2VudGVyIjoiaHR0cHM6XC9cL2Vra29zZW5zZS5hdGxhc3NpYW4ubmV0In0sImppcmEiOnsicHJvamVjdCI6eyJrZXkiOiJFU0QiLCJpZCI6IjEwNjAwIn19fSwiZXhwIjoxNzQyNTc4NTkyLCJpYXQiOjE3NDI1Nzc2OTJ9.VXZdulJFn_2npRcYDYgICNaKvXr_3-RIUM7eO_FkMFk\", \"structuredContext\": \"{\\\"url\\\":{\\\"displayUrl\\\":\\\"https://ekkosense.atlassian.net\\\",\\\"displayUrlServicedeskHelpCenter\\\":\\\"https://ekkosense.atlassian.net\\\"},\\\"jira\\\":{\\\"project\\\":{\\\"key\\\":\\\"ESD\\\",\\\"id\\\":\\\"10600\\\"}}}\",\n \"contentClassifier\":\"\",\n \"productCtx\":\"{\\\"project.key\\\":\\\"ESD\\\",\\\"project.id\\\":\\\"10600\\\",\\\"servicedesk.serviceDeskId\\\":\\\"1\\\"}\",\n \"timeZone\":\"Europe/London\",\n \"origin\":\"https://jsd-status-page.us-west-1.prod.public.atl-paas.net\",\n \"hostOrigin\":\"https://ekkosense.atlassian.net\",\n \"sandbox\":\"allow-downloads allow-forms allow-modals allow-popups allow-popups-to-escape-sandbox allow-scripts allow-same-origin allow-top-navigation-by-user-activation allow-storage-access-by-user-activation\", \"apiMigrations\": {\n \"gdpr\": true\n }\n}\n;\n if(window.AP && window.AP.subCreate) {\n window._AP.appendConnectAddon(data);\n } else {\n require(['ac/create'], function(create){\n create.appendConnectAddon(data);\n });\n }\n }());\n</script>\n\n</div>\n"}],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}