The EDQM FAQs: a self-service source of information

In order to provide the best customer support, the EDQM has identified and gathered answers to the most common and recurring questions and issues. You can find these answers in the Frequently Asked Questions (FAQs) articles covering all the EDQM's activities.

Before raising an issue via the HelpDesk, you are strongly encouraged to use the EDQM FAQ articles as a primary way to get help and find the answer to your question. If the FAQs do not supply you with the solution, you should turn to the EDQM HelpDesk for support.

The EDQM HelpDesk: a centralised support service at your disposal

The HelpDesk is a support service provided by the EDQM to respond to user and customer questions on a variety of topics. This intuitive and user-friendly tool provides a central point of contact and as a result, facilitates communication with the EDQM. It allows the EDQM to improve its efficiency and response rate and ensure that consistent replies are provided to questions.

The HelpDesk also allows the EDQM to monitor feedback and continuously review and improve its services, for example it helps the EDQM to regularly update the list of Frequently Asked Questions (FAQs) published on its website.

How to access the FAQs and the EDQM HelpDesk?

In order to access the list of FAQs and the EDQM HelpDesk, you can:

Search the FAQs

On the EDQM FAQs home page you will find the links to the EDQM FAQs in English and French, easily perceivable in the right pane and also available in the left one:

After choosing your language of preference, the FAQs page appears, providing the How to navigate through FAQs instruction at the top and offering two ways to access the list of topics: from the lower part of the right pane and from the left pane.

In order to find the answer to your question, you can:


If the list of questions and answers on the EDQM FAQs page does not provide you with the reply to your specific query, you have the option to contact the EDQM via the HelpDesk directly from here:

Login to the HelpDesk portal

Upon following the HelpDesk link, you will be asked to identify yourself.

Create your HelpDesk account

If this is the first time you use this service, you must create a HelpDesk account.

Once you have created your account, you will receive a confirmation e-mail.

  • All fields are mandatory.
  • Double-check the e-mail address you have entered to avoid any typographical errors that will lead to lost messages.
  • Click on the icon to display the password policy.
  • Tick the Show password checkbox to display your password.

If you have already signed up for an account:

Forgotten password

If you have forgotten your password or you are not sure whether you have created an account in the past:

How to create a request?

Upon logging in to the EDQM HelpDesk for the first time (see chapter Login to the HelpDesk portal), the EDQM HelpDesk welcome page will appear.

Click on the HelpDesk link on the welcome page to open it.

The HelpDesk portal appears.

In all subsequent utilisations of the EDQM HelpDesk service, you will directly land on the HelpDesk portal homepage after logging in.

On the HelpDesk portal homepage, the following topics, i.e. types of requests are listed in the left pane:

Click on a title of a topic to display its subtopics in the right pane.

Before you create a request, you must first select the topic and then the subtopic that closely relates to your question. The topic you select also directs your request to the team in charge. Therefore, if the topic is incorrectly selected, it might take more time to process your request and/or you will be asked to provide additional information at a later stage.

To create a request:

  • All fields are obligatory unless otherwise specified.
  • If some obligatory fields are left empty or there are fields with incorrect values when you are submitting the form, a warning message will be displayed underneath the inaccurate field(s) indicating the expected input.
  • The size of an attachment is limited to 10 MB.

Once you have created your request, you will receive an e-mail notification confirming its receipt.

Self-service FAQs

One of the most important features of the HelpDesk is its self-service FAQs.

Prior to making your request, you can use the integrated search tool to look for FAQ articles that may help you find the solution to your issue. This service is also proposed when you are filling in the subject line of your request.

FAQ articles are available in English and French.

In the field What do you need help with?:

Use the Search help link on the right side below the What do you need help with? field to learn how to refine your search. In a pop-up, you will get additional information on how to search the knowledge base by using different types of searches, such as OR, AND, NOT, title or exact phrase search.

View requests

The fastest and easiest way to view your request is to use the View request link provided in your e-mail notification(s). Prior to it, log in with your credentials if necessary.

Also, you can consult your request when already logged on the HelpDesk portal by clicking on the Requests button in the upper right corner and choosing any of the two available predefined searches: My requests or All requests. Furthermore, if you currently have several open requests, you can perform a search (see chapter HELPDESK USER MANUAL) in order to find a specific request, then click on it (either on the link to its reference or its summary).

The request opens, displaying the following information:

Update your request

If you want to add an information to your request of your own accord:

A request is updated when a new comment on the request is made.

Add a comment

To add a comment to a displayed request when you are already logged on the HelpDesk portal:

You can add a comment to your request at any time, regardless of its status (see chapter Request status and notifications).

How to reply to the question made by the EDQM HelpDesk team member?

The fastest and easiest way to reply to the question made by the EDQM HelpDesk team member dealing with your request is to:

You can also log on the HelpDesk portal and add a comment to your request.

Request status and notifications

Your requests are processed through a predefined workflow. Automatic notifications are sent to your mailbox when:

If you do not receive the e-mail notification, please check your Spam folder. If you do not find the notification there, check if there was a typographical error in the e-mail address you have provided when creating your HelpDesk account. 

Search requests

Go to the upper right corner on any HelpDesk page and click on the Requests button to access all your current and previous requests:

A small number might be displayed next to this link. It indicates how many unresolved requests you have.

My requests

The list of all requests you have created that are currently open will be displayed automatically under the My requests search. 

You can only view and search for the requests created by you. All other options have been disabled.

In both predefined searches: My requests and All requests, available when clicking on the Requests button, you can perform the following:

Unfortunately, searching through the body of your requests is not possible. Currently, it is only possible to do a search on the subject line of your requests.

In the list, the following properties of the requests are displayed:

Other features available on the HelpDesk portal

View your profile

Go to the upper right corner on any HelpDesk page, click on the profile icon and choose the Profile option: