Welcome to the Customer Portal of BCS Connect (Plek). This guide has been specially designed to help you and your team manage and access knowledge articles and support tickets from BCS Connect & BCS Engage – formerly Plek. Here you’ll find detailed information and practical solutions to help you make the most of our products. Whether you’re looking for troubleshooting help or specific product information, the Customer Portal provides a central place to quickly find the answers you need. Our goal is to enhance your experience and ensure that you have all available resources at your fingertips. Let’s get started!

Access to the Customer Portal

Because we take the security of your organization’s data very seriously, we communicate only with registered contacts.

Therefore, you may receive an email stating that you are not registered as a contact person with us. In that case, please contact our colleagues from the Customer Support department at phone number 088-123 28 28.

They can check whether you should already be registered as a contact person, or if you are registered with a different email address. If you are not yet known to us, they will help you with the correct information to complete your registration.

Create an account

Once you are registered as a contact person, it’s important to activate your account for the Customer Portal.

Click here to activate your account.

Note: Use the email address known to us to activate your account and choose your own password.

Password requirements
•    Must contain at least 5 characters
•    10 attempts before the account is locked
•    Must be different from the email address
 

Tickets

The Customer Portal is used to communicate with our customers. This means that all support questions can be submitted through this channel.

Submit a request

At BCS Connect, you can also submit a ticket without logging in. If you have an account, we recommend logging in first. This way, your email address and customer account will be automatically linked to the ticket.

To submit a ticket, click “Submit a request”.

Then fill in the required information in the form and click “Submit”.

Note: The Customer Portal suggests articles as soon as you start typing the subject. Please check first if your question is already answered there.

View ticket history

After submitting a request, it is immediately routed to the appropriate department.
To view the status of your request(s), hover over your name (shown as 'Test' in the example) and click “Requests”.

You will then see the view below. You can choose between:
1.    My requests
2.    Requests where I’m CC’d

(Screenshot in Dutch)

Updates from BCS regarding your tickets can be found in the BCS Customer Portal. You will also receive an email notification for each update.

View & update tickets

By selecting a ticket in the previous screen, you open the specific ticket.
Here, you have the option to add a comment or reply.

The ticket remains visible in your request history. This view also shows additional details such as “Last updated”, “Status”, and “Priority”.

(Screenshot in Dutch)

View organization requests

This option is disabled by default. If you would like to view tickets submitted by one of your colleagues, please contact us to enable this feature.

Once enabled, the view will include the following options:
1.    My requests
2.    Requests where I’m CC’d
3.    Organization requests

Articles

Through the Customer Portal, more and more manuals and instructions related to our software will be shared.

Viewing articles

The homepage of the Customer Portal consists of several modules, as shown below:

Following sections

If you’d like to receive notifications whenever a new manual or instruction is added to certain areas, you can choose to follow specific topics.

To do this, click on the section of the module you want to follow. Then click the “Follow” button.

For example, we’ll use the “Logging in” section of the “Finding your way” module.
Within the module, click the “Logging in” section:

Then click “Follow”:

If you select “New articles and comments”, you will receive an email notification whenever a new article is added under the “Logging in” section and whenever a comment is posted on one of the articles.

If you select “New articles”, you’ll only receive a notification when a new article is published under the “Logging in” section.

View followed sections overview

You can find an overview of all the sections you follow in the Portal by hovering over your name (shown as “Test” in the example), selecting “Activities”, and then choosing the “Following” tab.