Help and support
Find the guide, email or call us, or open a support case you can follow.
When something is giving you trouble, there are three ways to get help: this guide, email and phone — and you can also open a support case, which we answer. Everyone in your business can contact us.
Find Help and support
Click your name at the bottom of the menu on the left, and choose Hjælp og support ("Help and support"). If we've replied to one of your cases, you'll see a number next to the item and a small dot on your picture.
At the top you'll find:
- Dokumentation ("Documentation") — docs.telenoa.com, the guide you're reading now.
- Mail — info@telenoa.com.
- Telefon ("Phone") — +45 53 66 50 50. Around the clock — Noa answers the phone.
If you have a quick question about how something works, you can also press Spørg Noa ("Ask Noa") at the bottom of the page.
Open a case
Press Opret sag ("Open case").
Write a short emne ("subject"), for example "Emails from Outlook aren't coming in", and pick a kategori ("category") if you like.
Describe what happened and what you expected. Feel free to attach screenshots — at most 10 MB per file.
Press Opret sag ("Open case"). You get a case number, for example TKT-0042, and we reply in the case. You also get an email when we reply.
If you got an error with a reference (for example K7Q2-9XMD), include it in the case. If you press Skriv til os ("Contact us") on the error itself, the reference is already filled in. See Errors and references.
Your business can have at most 5 open cases at a time. If you've reached the limit, continue writing in one of the open cases, or mark one as solved.
Case status
| Status | Means |
|---|---|
| Åben ("Open") | We have the case and will get back to you. |
| Venter på jer ("Waiting for you") | We've replied. Write back, or mark the case as solved. |
| Løst ("Solved") | The case is solved. If you write again, it reopens. |
| Lukket ("Closed") | The case is closed. It shows how long it can still be reopened. |
When a case is Venter på jer ("Waiting for you"), it also shows a reply deadline. If nobody replies by then, the case closes on its own.
The list has two tabs, Åbne ("Open") and Løste ("Solved"), and you can search by subject and case number.
Who sees which cases
- Team members see the cases they created themselves.
- Administrators see all of the business's cases, with the name of the person who created each one.