Support
The Medialine Helpdesk - Your direct line to us
Table of contents
Do you have an incident, a problem, or a change request? Use our help desk portals!
Note: Please use our service desks instead of email or phone whenever possible, and be sure to select the business units listed as being supported by the respective service desk! By submitting your ticket directly to the correct service desk, we save time and you can track the status of your request at any time.
In order to process your requests even better in the future, we migrated our entire Service Desk to Jira Cloud on 08/09/2026. To continue using all services as usual, a one-time reset of your user password is required.
Instructions for resetting your password
You can find all useful information on this page
Get fast and easy support. Here you will find:
- Ticket system for managing your requests, projects, and support cases
- Cloud Status Monitor for monitoring our Cloud & Managed Services
- Hosted Services links to your portals
- Remote maintenance downloads for support access to your systems
- Form download for submitting a service request
Business Areas
- Account Permissions
- Account Issues
- Changes to Existing Systems
- General IT Issues
- System Outage
- Account Issue
- Software Updates
- New Software Packages
- Mailbox Configuration
- Firewall Adjustments
- Phone System Outage
Service Hours
Mon-Fri 7:00 AM to 6:00 PM
24/7 on-call service with a preceding call center for Cloud services
Languages
DE / EN
If you experience any problems reaching us via this helpdesk, you can also contact us at the following number.
Medialine Support Hotline: +49 611-9881670-89
Do you have a problem, request, or general questions about working with the business software we offer? Then submit your request through our Business Solutions Service Desk!
TO THE BUSINESS SOLUTIONS SERVICE DESK
Business Areas
- Confluence & Jira
- Mesonic Winline
- CAS Genesis
- ELO Digital Office
- Boxxer
- Cobra
Do you have questions about one of our communications solutions or need quick technical support? Feel free to submit your request through the Communications Service Desk!
TO THE COMMUNICATIONS SERVICE DESK
Business Areas
- Contact Center Solutions
- SIP Trunks and Data Lines
- On-Premises Telephone Systems
- Microsoft Teams as a Phone System
- Video Conferencing Systems
- MS Teams Consulting
- Cloud Telephony
Is your company affected by a security incident? Our Security Service Desk provides immediate assistance and professional IT forensics to help your business continue operating safely as quickly as possible.
Business Areas
- House of Security
- Security Awareness
- SIEM, SOC & CERT
- Services & Consulting
- E-Mail Security
- Firewall
- Threat Prevention
- Network Security
- IT-Governance
Service Hours
Our support is staffed around the clock. For urgent requests or issues with our helpdesk, our support team can also be reached at the following number: +49 711 88770-518
Languages
DE / EN
Notice: Please use our helpdesk if possible. By entering your ticket directly, we save time and you can track the status of your issue at any time.
- Via phone
+49 (6751) 85378-0
- Via e-mail
Online request
- Service Helpdesk
Support area
- Login for customers
Check cloud status
