1. Email
When to use: General questions, non-urgent issues, or if you prefer asynchronous communication.
Send your request to: [email protected]
Please include a clear description of your issue, the affected product, service, environment, and any relevant screenshots or error messages to help us assist you faster.
Response time: Emails are handled during business hours 09:00 - 17:00 CET
Email is not monitored 24/7 and does not trigger immediate escalation for critical incidents. If you suspect a critical outage, follow the Critical Outage process (Service Desk Outage ticket + phone).
2. Service Desk (Jira)
When to use: Structured requests, bug reports, operational tasks, anything requiring tracking and follow-up, and all outage reporting.
Access the Cofinity-X Service Desk here:
First-time access?
If you are accessing the Service Desk for the first time, you will need to create an account:
1. Go to the Service Desk portal link above
2. Enter your work email address and click Next
3. If you are a new user, you will be prompted to Sign up
4. Check your email inbox for a password setup link from Cofinity-X
5. Set your password and log in
Available request types
Once logged in, choose the request type that best matches your need:
Operations Task: User access changes, password resets, admin updates, company data modifications
Golden Record Data Inquiry: Incorrect record details, status inquiries (e.g. NP_detection, Process_Error), requests for specific data updates
Report an Outage: The platform or a service is completely unavailable. Also call our support line immediately (see below)
Report a Bug: Unexpected errors or behaviour within the platform
Suggest a New Feature: Ideas or requests for new platform functionality
Guidance: General IT questions or guidance on how to use the platform
3. Phone (24/7 - Outages Only)
When to use: Exclusively for critical outages and incidents where a service is unavailable and immediate action is required.
Critical outage rule: If you are experiencing a critical outage, do not rely on email.
Please raise an Outage ticket via the Service Desk AND call our hotline to ensure the fastest possible response.
For step-by-step instructions, see: How to Report a Critical Outage
Which channel should I use?
General question or non-urgent request → Email or Service Desk
Bug, data issue, or operational task → Service Desk (Preferred)
Platform or service is down (outage) → Service Desk (Outage ticket) + Phone
Feature suggestion → Service Desk
Need help accessing the Service Desk?
If you are unable to access the Service Desk portal or did not receive your password setup email, contact us at [email protected] and we will assist you.