COYO Custom Success
We’re here for you. The COYO Customer Success Team offers you help and support for all your technical and contractual questions. Your first points of contact here are always our Customer Service Managers. They’ll take on your concern and find the answer or the contact person you need.
Each of our customers has a right to support from COYO. What kind of service you receive and how quickly you’ll receive a response can be tailored to your needs. This is why we’ve developed our Service Packages.
How to reach us
We’ve set up a Service Desk to bring together all of the customer inquiries and to directly obtain all relevant information. In this Desk, we manage all of our customers’ inquiries in an overview.
You can find out what information corresponds to the various ticket types here.
The "My Requests" tab lists all requests that you have created yourself or that we have created on your behalf. The tabs "Participating requests" and "Organization requests" are a listing of requests to which you have either been actively added ("Participating requests") or which have been created by someone in your service desk organization ("Organization requests").
How to access the Service Desk
When you purchase COYO, you will be assigned Service Desk accesses according to your COYO Care package (one for Basic, three for Bronze, five for Silver and ten for Gold).
Once you have set your password via the automatic email, you can start asking questions and/or reporting problems. If you have booked a service package that has multiple support users, you will automatically be assigned an organization in the Service Desk. In this case, your concerns will be shared with the rest of the organization and everyone will have access.
Please only create one ticket per question or problem. This approach offers the benefit that you can maintain an overview and see what has already been answered. If a similar problem or question occurs again, you can use the resolved inquiries to find the right response more quickly.