General User Guide for Accessing and Requesting Support from ECV Support

Overview

This document provides a general guide on how Monde Nissin Corporation (MNC) users can access the IT Support Portal and submit support requests to the ECV Support team. The portal is powered by Freshservice and serves as the centralized system for managing all IT service needs, including incident reports, service requests, and solution knowledge.

Portal Link: Monde Nissin and ECV MS Support Portal

Purpose of the Portal

The Monde Nissin IT Support Portal is designed to:

Enable MNC users to report issues and request services from the ECV IT Support team.

Track and monitor submitted tickets in real time.

Access knowledge articles for self-help and troubleshooting.

Improve communication and transparency between MNC and ECV Support.

How to Access the Portal

Step 1: Sign up/Register

Open any web browser and navigate to

https://mondenissin.ecvsupport.ecvphdevs.com/support/home

Step 2: Sign In/Login

Email and Password

Magic Link

Google

What You Can Do in the Portal

Once logged in, MNC users can perform the following actions:

Report an Issue

Submit a ticket for any technical incident you are facing such as system errors, login problems, application crashes, etc.

Request a Service

Browse and request from available IT services such as account access, new hardware, system setup, and more.

Track Ticket Status

Check the current status, priority, and updates of your submitted requests through the My Tickets section.

Search for Solutions

Access knowledge base articles published by ECV Support for common problems, how-to guides, and FAQs.

Requesting Support

Reporting an Issue

From the homepage, click “Report an Issue”.

Fill in the required details, including a clear description.

Attach screenshots or documents (optional but recommended).

Click Submit.

Ticket Status and Communication

Click “My Tickets” to view all your open, in-progress, or resolved requests.

You can open a ticket to view its progress, post additional comments, or upload follow-up information.

You will receive email notifications for ticket updates, assignments, and resolutions.

Knowledge Base (Solutions)

Before submitting a ticket, MNC users are encouraged to search the Knowledge Base:

Use the search bar to find helpful guides.

Click on solution articles to follow troubleshooting steps.

Articles are curated and maintained by the ECV Support team.

Communication Channel

All interactions regarding submitted tickets should be made through:

The ticket comment section (for follow-ups).

Or directly via the portal if a new request needs to be logged.

For escalations, contact your internal IT coordinator, who may liaise with ECV Support.

Feedback and Survey

After your ticket is marked as resolved, you may receive a short Customer Satisfaction (CSAT) survey.

We encourage you to respond and rate the service to help improve ECV’s support delivery.

Your Support, Our Priority

The Monde Nissin – ECV Support Portal is designed to deliver a seamless and efficient support experience for all Monde Nissin users. Whether you are raising a concern, requesting a service, or accessing helpful resources, the portal serves as your one-stop destination for all IT and service desk needs.

We encourage all users to explore the portal features, stay informed through solution articles, and reach out using the available support channels. By leveraging this centralized platform, we ensure faster resolution, greater transparency, and stronger collaboration between Monde Nissin and ECV.

For further assistance or inquiries, please don’t hesitate to submit a ticket or contact your assigned support contact.

Together, let’s build a more responsive, empowered, and service-oriented workplace.

Freshservice Subscription Cost Comparison

This table presents a comparative overview of monthly subscription costs across different Freshservice pricing tiers - Basic, Starter, and Premium. Each row corresponds to a core Freshservice module or feature, allowing stakeholders to assess cost-to-feature alignment based on the organization's operational needs and service desk scale.

Subscription for Product Updates

To ensure you’re always informed about the latest features, enhancements, and critical updates in Freshworks products—including Freshservice—it's best practice to subscribe to official product updates directly from the Freshworks Community. This helps Admins, Agents, and IT stakeholders stay ahead of changes that may affect workflows, integrations, or user experiences.

Below is a step-by-step guide to signing up and subscribing:

Step-by-Step Guide to Subscribe to Product Updates

Step 1: Create or Sign In to Your Freshworks Community Account

Visit the Freshworks Community page:
https://community.freshworks.com/

Click on the “Sign Up” button at the top-right corner.

Once registered, complete your profile setup for a more personalized experience.

Step 2: Access Product Updates

After logging in, go directly to the Product Updates page:
https://community.freshworks.com/product-updates

You’ll find categorized announcements and updates across Freshworks products.

Step 3: Subscribe to Updates

On the Product Updates page, click the “Subscribe”

You will now receive email notifications and alerts within the Freshworks Community for any new product announcements.

Make sure to check your spam/junk folder if you're not receiving updates.