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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:

  • click on the Have a question? FAQ & HelpDesk link on the EDQM home page:


  • use the link to the specific FAQs and the HelpDesk available via each menu item in the main menu (About us, European Pharmacopoeia, Reference Standards, Certification of Suitability, OMCL Network, Transfusion & Transplantation and Patient & Consumer Health Protection):



  • go to the link FAQ & HelpDesk in the Contact Us section of the footer navigation menu on the home page:

  • or access them directly here:

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:

  • click on the title of one of the listed topics to expand it and see the enclosed questions and subtopics
  • select a question and read the answer to it

or:

  • use the  Search... field by typing in your question or the keyword(s)
  • the system will show you the corresponding question(s) if there is a match

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:

  • by clicking on the Contact the EDQM link, available in the Space shortcuts section at the top of the left pane on every FAQs page
  • by following the EDQM HelpDesk link in the How to contact the EDQM via the HelpDesk instruction
  • by using the link to the HelpDesk provided in the answer to the last question listed under each topic (or subtopic, if it occurs) in the FAQs

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.

  •  click on Sign up for an account

  • enter your E-mail address
  • enter your Password
  • enter your Full name
  • enter the captcha (distorted word) in the field Please enter the word as shown below
  • accept the terms of use by ticking the box next to the text of the privacy policy
  • click on Sign Up

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

Tips

  • 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:

  • enter your credentials - your e-mail address that serves as your Username and your Password
  • click on Log in


Forgotten password

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

  • click on Forgot your password?



  • enter your e-mail address in the Username field
  • click on Email me


  • the following message is displayed:



  • follow the Reset my password link provided in the e-mail you have received
  • in the Create new password window, enter and then confirm your New password
  • click on Create



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:

  • Orders, shipping, payments
  • European Pharmacopoeia
  • Reference Standards
  • Combistats
  • CEP - Certificate of suitability
  • OMCL Network
  • HealthCare
  • Events and public relations
  • IT Technical support
  • EDQM Quality Management

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:

  • click on the subtopic of interest
  • a customised form is displayed, containing fields pertinent to the chosen subtopic


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