Customer support service
Two ways to reach our support.
There are two ways to report your issue: by phone on the support line or in writing through the Freshdesk help desk. Both lead to the same team. If it turns out during the call that a look at your system is quicker, we arrange a remote session.
The support line is +49 2151 4474711, support hours are Monday to Friday from 08:00 to 17:00. The Smart CJM support team works in several languages.
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Support line
+49 2151 4474711 -
Support hours
Mon–Fri · 08:00–17:00
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Support by email
[email protected]
Your options
Which way suits your issue?
Way 1 · Phone
Support line
For faults that hold up operations, and for everything that is quicker to settle in conversation than in writing. You reach the multilingual Smart CJM support team directly, without a switchboard queue.
- Monday to Friday from 08:00 to 17:00
- Direct contact with the support team, in several languages
- During the call we arrange a remote session if it helps
- Every call is recorded as a ticket and stays traceable
Support hours: Mon–Fri, 08:00–17:00
Way 2 · Ticket system
Freshdesk help desk
For everything that should be documented: fault reports, questions about the configuration, change requests. Every issue gets a ticket number that you and we can look up at any time — the history is still traceable weeks later.
- Raise a ticket, check its status, read the history
- All of your organisation’s tickets in one place
- Attach screenshots and logs directly
- Alternatively by email to [email protected]
smartcjm-help.freshdesk.com · opens in a new tab
In addition · by arrangement only
Remote support with TeamViewer QuickSupport
Remote support is not a reporting channel of its own but a tool within an open support case: you only need this download once you are on the phone with a member of the Smart CJM team and the two of you agree on a remote session. You start the file — no installation, no administrator rights — and read us the ID it shows. We then connect to the affected system with your consent; once it is closed, no permanent connection remains.
TeamViewerQS_x64.exe · Windows, 64 bit
Frequently asked
Questions about Smart CJM support
When can I reach Smart CJM support?
Support hours are Monday to Friday from 08:00 to 17:00. During that time you reach the multilingual support team on the support line +49 2151 4474711.
When do I need TeamViewer QuickSupport?
Only when you are on the phone with a member of the Smart CJM team and the two of you agree on a remote session. The download is not a reporting channel of its own: report your issue through the Freshdesk help desk or the support line +49 2151 4474711, and the remote session is arranged during the call.
Does TeamViewer have to be installed?
No. TeamViewer QuickSupport is an executable file that starts without installation and without administrator rights. Once it is closed, no permanent connection remains.
How do I find out the status of my ticket?
Every ticket in the Freshdesk help desk has its own number. Through your access at smartcjm-help.freshdesk.com you can see the current status, the history and all previous tickets of your organisation.
Not a support case but a question about the solution?
Support details — last updated August 2026