Take advantage of the new extended “Ticket Sharing” feature in the XENTRY Support System (XSS) starting now. It enables mutual sharing of tickets between you as an Independent Operator (IO) and your Mercedes-Benz partner.

For you and your registered employees, this means: as soon as you create a ticket via XSS, you can grant access to one or more contact persons at your Mercedes-Benz Partner.

Key benefits for both sides:

• Both parties see support responses

• Both can comment on the ticket

• Both receive follow-up questions

• Everyone stays informed

This is how easy ticket sharing works in the XENTRY Support System:

1. Create a ticket via the “B2B Connect” service in the XENTRY Support System and, during the process, confirm that you would like to share it.

2. Then select your Mercedes-Benz partner and the contact person(s) who should stay informed about the ticket status.

3. Done! As soon as you submit the ticket, you and all selected contacts will stay informed about its status and can add comments.

Also read and comment on tickets created by your Mercedes-Benz partner

Of course, your Mercedes-Benz partner can also share support tickets they’ve created on your behalf with you and your employees.

This way, you’ll always stay up to date and can even add your own comments to the shared tickets – perfect for improving the troubleshooting process with input from your side.

Any response from support will be sent to you at the same time as to the ticket creator at the Mercedes-Benz partner.

Please note: Ticket sharing only possible with linked partners

To share a support ticket with a Mercedes-Benz partner (retailer), you need to have an active business relationship via Mercedes-Benz B2B Connect.

Please also note: The local administrator of the respective Mercedes-Benz partner must grant access to its relevant employees for ticket sharing.

If needed, contact your counterpart at the Mercedes-Benz partner so they can check or enable the access rights in Alice (identity and access management system).