Client Engagement Desk

Welcome! You can raise a request for the Client Engagement team using the options provided.

What can we help you with?

Fintua Platforms Queries

Required fields are marked with an asterisk

{"xsrfToken":"95ce6139fa71b38d3d17fbb2e7dad88a44267bed_lout","branding":{"id":"23","key":"cus","name":"Client Engagement Desk","portalBaseUrl":"/servicedesk/customer/portal/23"},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/f3f877e7-936f-4bf4-a0d0-6115927f83c9/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJmY2UxMDQyMS05NzNhLTQ3NDktOWMyZC1iNGEwNTkxYWI5Y2MiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOmYzZjg3N2U3LTkzNmYtNGJmNC1hMGQwLTYxMTU5MjdmODNjOSI6WyJyZWFkIl19LCJleHAiOjE3NTI5NDkxMTksIm5iZiI6MTc1Mjk0ODUxOX0.l8q1QM9dPw_vJQYZc2TZkhxC7Y3h2rbs4P-BrC33DJc&client=fce10421-973a-4749-9c2d-b4a0591ab9cc&mode=fit","logoId":"f3f877e7-936f-4bf4-a0d0-6115927f83c9","isLogoAvailable":true,"helpCenterTitle":"How can we help?","sharedPortalName":"Fintua Support","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"en-US":{"helpCenterTitle":"Welcome to the Fintua Help Center","sharedPortalName":"Help Center","localeDisplayName":"English (United States)"},"en-UK":{"localeDisplayName":"English (UK)"},"en-GB":{"helpCenterTitle":"How can we help?","sharedPortalName":"Fintua Support","localeDisplayName":"English (United Kingdom)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-GB","userLanguageTag":"en-GB","portalThemeColor":"#0064ff","helpCenterTitleColor":"#f7f6f3","bannerMediaApiUrl":"https://api.media.atlassian.com/file/1ab79486-f71a-4346-a45e-8acf1a1bbaba/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJmY2UxMDQyMS05NzNhLTQ3NDktOWMyZC1iNGEwNTkxYWI5Y2MiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjFhYjc5NDg2LWY3MWEtNDM0Ni1hNDVlLThhY2YxYTFiYmFiYSI6WyJyZWFkIl19LCJleHAiOjE3NTI5NDkxMTksIm5iZiI6MTc1Mjk0ODUxOX0.8J3Yh7Jv-5POh-1Iv3hlc19cvsJZfmS932mKqoJ2leE&client=fce10421-973a-4749-9c2d-b4a0591ab9cc&height=300&mode=fit","bannerMediaApiFileId":"1ab79486-f71a-4346-a45e-8acf1a1bbaba","useDefaultBanner":false,"isBannerAvailable":true,"topBarColor":"#ffffff","topBarTextColor":"#000000","hasTopBarBeenSplit":true},"portal":{"id":"23","key":"cus","projectId":10225,"serviceDeskId":23,"name":"Client Engagement Desk","description":"Welcome! You can raise a request for the Client Engagement team using the options provided.","portalBaseUrl":"/servicedesk/customer/portal/23","reqTypes":[{"id":"399","name":"Compliance Queries","descriptionHtml":"For uploading data, reviewing or approving summaries and submissions, as well as reviewing submitted declarations, you can log into <a href=\"https://vatconnect-comply.taxbackinternational.com/\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Comply</a>","callToAction":"Compliance Queries","introHtml":"Select this option if your Query relates to VAT Returns and Compliance","icon":10511,"iconUrl":"https://fintua.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[43],"key":""},{"id":"251","name":"Domestic VAT Recovery Queries","descriptionHtml":"","callToAction":"Domestic VAT Recovery Queries","introHtml":"Select this option if your Query relates to Domestic VAT Recovery","icon":10511,"iconUrl":"https://fintua.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[43],"key":""},{"id":"253","name":"Fintua Invoice /Payment Queries","descriptionHtml":"","callToAction":"Fintua Invoice /Payment Queries","introHtml":"Select this option if your Query relates to TBI issued invoices or payments","icon":10511,"iconUrl":"https://fintua.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[43],"key":""},{"id":"252","name":"Fintua Platforms Queries","descriptionHtml":"","callToAction":"Fintua Platforms Queries","introHtml":"Select this option if your Query relates to one of our platforms - Recover (formerly VATConnect) Analytics, Comply, Client Engagement Service Desk or our Mobile App","icon":10511,"iconUrl":"https://fintua.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[43],"key":""},{"id":"255","name":"Foreign VAT Recovery Query","descriptionHtml":"","callToAction":"Foreign VAT Recovery Query","introHtml":"Select this option if your Query relates to Foreign VAT Recovery","icon":10511,"iconUrl":"https://fintua.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[43],"key":""},{"id":"254","name":"Additional Information From Customer Requested","descriptionHtml":"","callToAction":"Additional Information From Customer Requested","introHtml":"","icon":10511,"iconUrl":"https://fintua.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[],"key":""},{"id":"250","name":"Additional Information Required from Client","descriptionHtml":"","callToAction":"Additional Information Required from Client","introHtml":"","icon":10634,"iconUrl":"https://fintua.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10634","groups":[],"key":""},{"id":"1073","name":"DDL campaign Internal Ticket to Contact Client","descriptionHtml":"","callToAction":"DDL campaign Internal Ticket to Contact Client","introHtml":"Internal tickets for contacting clients through the Client Engagement Desk","icon":10694,"iconUrl":"https://fintua.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10694","groups":[],"key":""},{"id":"245","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"Request received from your email support channel.","icon":10644,"iconUrl":"https://fintua.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10644","groups":[],"key":""},{"id":"627","name":"Internal Ticket to Contact Client","descriptionHtml":"","callToAction":"Internal Ticket to Contact Client","introHtml":"Internal tickets for contacting clients through the Client Engagement Desk","icon":10508,"iconUrl":"https://fintua.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10508","groups":[],"key":""}],"reqGroups":[{"id":43,"name":"General"}],"orderMapping":{"43":[251,255,399,252,253]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"b0aa60b4-a8eb-3268-ac35-85311f1e6c5a","appLinkName":"System Confluence","appLinkUrl":"https://taxbackinternational.atlassian.net/wiki","spaceKey":"CEDKB","spaceName":"Client Engagement Desk KB","spaceUrl":"https://taxbackinternational.atlassian.net/wiki/spaces/CEDKB","isServer":false},"labels":[],"projectKey":"CUS","serviceDeskId":23,"kbLinkDomainURLs":["https://fintua.atlassian.net"]},"createPermission":true,"portalAnnouncement":{"portalId":23,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"CUS","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United Kingdom)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJmY2UxMDQyMS05NzNhLTQ3NDktOWMyZC1iNGEwNTkxYWI5Y2MiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTEwMjI1IjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTI5NDk3MTksIm5iZiI6MTc1Mjk0ODUxOX0.N1me9X32B32NvPbxjZGpzLtXdLdGpjgUlX5MMe2ug90","targetCollection":"upload-project-10225","endpointUrl":"https://api.media.atlassian.com","clientId":"fce10421-973a-4749-9c2d-b4a0591ab9cc","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[{"id":"1beea1ac-68b9-4fc5-85d3-17831e5fdfb8","name":"Client Engagement Desk","description":"You can find details on how our Client Engagement Desk works, how to create your password and other answers of common questions we have received.","categoryUrl":"https://fintua.atlassian.net/servicedesk/customer/portal/23/topic/1beea1ac-68b9-4fc5-85d3-17831e5fdfb8","createdAt":"1661159054285"},{"id":"038b535c-30b8-4b96-9ae2-85dc33a35589","name":"Deadlines and General Foreign VAT Recovery","description":"Information on the Foreign VAT Recovery Tax Office deadlines, documents and information you need to know.","categoryUrl":"https://fintua.atlassian.net/servicedesk/customer/portal/23/topic/038b535c-30b8-4b96-9ae2-85dc33a35589","lastUpdated":"1750933941671","createdAt":"1661161501458"},{"id":"4bded00b-90d0-4575-98b3-aebe6dd72575","name":"Automated VAT Software/Receipt Policy Audit/International VAT Payments","description":"Find out more about the different Services and Solutions of Fintua","categoryUrl":"https://fintua.atlassian.net/servicedesk/customer/portal/23/topic/4bded00b-90d0-4575-98b3-aebe6dd72575","lastUpdated":"1748445673285","createdAt":"1690286752549"},{"id":"969cf2f3-bd20-4a70-b56a-48c7f365afac","name":"Recover (formerly VATConnect) Solution and Integrations","description":"Have 24/7 visibility and automate your VAT recovery process!","categoryUrl":"https://fintua.atlassian.net/servicedesk/customer/portal/23/topic/969cf2f3-bd20-4a70-b56a-48c7f365afac","lastUpdated":"1748446012096","createdAt":"1698313710045"}]}},"reqCreate":{"id":252,"projectId":10225,"issueType":{"id":"10065","name":"Support"},"form":{"name":"Fintua Platforms Queries","descriptionHtml":"","callToAction":"Fintua Platforms Queries","intro":"Select this option if your Query relates to one of our platforms - Recover (formerly VATConnect) Analytics, Comply, Client Engagement Service Desk or our Mobile App","instructions":"","icon":10511,"iconUrl":"https://fintua.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summary","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"cascadingselect","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:cascadingselect","fieldId":"customfield_10515","fieldConfigId":"10890","label":"Fintua Platforms Category","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"values":[{"value":"17928","label":"Comply Platform Queries","selected":false,"children":[{"value":"17932","label":"Comply User Configuration","selected":false,"children":[]},{"value":"17933","label":"Comply Info not updated","selected":false,"children":[]},{"value":"17934","label":"Comply Tech Issue","selected":false,"children":[]},{"value":"17935","label":"Comply Upgrade Suggestion","selected":false,"children":[]},{"value":"17936","label":"Comply Other","selected":false,"children":[]}]},{"value":"17929","label":"VAT-Connect Analytics Reporting Platform Queries","selected":false,"children":[{"value":"17937","label":"Analytics User Configuration","selected":false,"children":[]},{"value":"17938","label":"Analytics Report Queries","selected":false,"children":[]},{"value":"17939","label":"Analytics Demo Request ","selected":false,"children":[]},{"value":"17940","label":"Analytics Tech Issue","selected":false,"children":[]},{"value":"17941","label":"Analytics Upgrade Suggestion","selected":false,"children":[]},{"value":"17942","label":"Analytics Other","selected":false,"children":[]}]},{"value":"17930","label":"Client Engagement Desk Queries","selected":false,"children":[{"value":"17943","label":"Client Engagement Desk User Configuration","selected":false,"children":[]},{"value":"17944","label":"Client Engagement Desk Demo Request","selected":false,"children":[]},{"value":"17945","label":"Client Engagement Desk Tech Issues","selected":false,"children":[]},{"value":"17946","label":"Client Engagement Desk Upgrade Suggestion","selected":false,"children":[]},{"value":"17947","label":"Client Engagement Desk Other","selected":false,"children":[]}]},{"value":"17931","label":"Mobile App","selected":false,"children":[]}]},{"fieldType":"textarea","jiraFieldType":"description","fieldId":"description","fieldConfigId":"","label":"Description","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"rendererType":"atlassian-wiki-renderer"},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10169","fieldConfigId":"10491","label":"Name of Organisation You Represent","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10170","fieldConfigId":"10493","label":"Name","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10175","fieldConfigId":"10498","label":"Surname","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10171","fieldConfigId":"10494","label":"Position in Company","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[]},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_10192","fieldConfigId":"10521","label":"Customer Impact","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[],"values":[{"value":"10308","label":"Multiple Products","selected":false,"children":[]},{"value":"17343","label":"Single Product - Issue","selected":false,"children":[]},{"value":"10309","label":"Single Product - Query","selected":false,"children":[]},{"value":"10310","label":"No Products - Query Only","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_10193","fieldConfigId":"10522","label":"Customer Issue Frequency","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[],"values":[{"value":"10311","label":"Has happened once","selected":false,"children":[]},{"value":"10312","label":"Has happened several times","selected":false,"children":[]},{"value":"10313","label":"Has happened multiple times","selected":false,"children":[]},{"value":"10494","label":"Not Applicable","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"attachment","jiraFieldType":"attachment","fieldId":"attachment","fieldConfigId":"","label":"Attachment","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[]},{"fieldType":"select","jiraFieldType":"priority","fieldId":"priority","fieldConfigId":"","label":"Priority","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[],"values":[{"value":"1","label":"Highest","selected":false,"children":[]},{"value":"2","label":"High","selected":false,"children":[]},{"value":"3","label":"Medium","selected":true,"children":[]},{"value":"4","label":"Low","selected":false,"children":[]},{"value":"5","label":"Lowest","selected":false,"children":[]}],"noneOptionRequired":false},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_10173","fieldConfigId":"10496","label":"Categories","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[],"values":[{"value":"10259","label":"Product Management Issue","selected":false,"children":[]},{"value":"10260","label":"Customer Service Issue","selected":false,"children":[]},{"value":"10261","label":"Delays","selected":false,"children":[]},{"value":"10262","label":"Other","selected":false,"children":[]}],"noneOptionRequired":true}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/23/create/252","requestValidateBaseUrl":"/servicedesk/customer/portal/23/validate/252","calendarParams":{"firstDay":1,"date":"2025-07-19T19:08:39+0100","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"b0aa60b4-a8eb-3268-ac35-85311f1e6c5a","appLinkName":"System Confluence","appLinkUrl":"https://taxbackinternational.atlassian.net/wiki","spaceKey":"CEDKB","spaceName":"Client Engagement Desk KB","spaceUrl":"https://taxbackinternational.atlassian.net/wiki/spaces/CEDKB","isServer":false},"labels":[],"projectKey":"CUS","serviceDeskId":23,"kbLinkDomainURLs":["https://fintua.atlassian.net"]},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":true,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJmY2UxMDQyMS05NzNhLTQ3NDktOWMyZC1iNGEwNTkxYWI5Y2MiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTEwMjI1IjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTI5NDk3MTksIm5iZiI6MTc1Mjk0ODUxOX0.N1me9X32B32NvPbxjZGpzLtXdLdGpjgUlX5MMe2ug90","targetCollection":"upload-project-10225","endpointUrl":"https://api.media.atlassian.com","clientId":"fce10421-973a-4749-9c2d-b4a0591ab9cc","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{},"proforma":{"formExists":false,"formValid":true,"formTemplateData":{},"linkedJiraFields":[]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}

{"headless":false,"tourEnabled":false,"wacLink":"https://www.atlassian.com/software/jira/service-desk/powered-by?utm_medium=jira-in-product&utm_source=jira_service_desk_portal_footer&utm_content=fintua","contactLink":"/secure/ContactAdministrators!default.jspa","serviceDeskVersion":"3.3.0-OD","contextPath":"","xsrfToken":"95ce6139fa71b38d3d17fbb2e7dad88a44267bed_lout","baseUrl":"https://fintua.atlassian.net/servicedesk/customer","relativeBaseUrl":"/servicedesk/customer","jiraDisplayUrl":"https://fintua.atlassian.net","customerLoginEnabled":true,"maxAttachmentSize":"1073741824","gravatarEnabled":true,"onDemand":true,"disabledFeatures":[],"enabledDarkFeatures":[],"calendarDateData":{"months":["January","February","March","April","May","June","July","August","September","October","November","December"],"monthsShort":["Jan","Feb","Mar","Apr","May","Jun","Jul","Aug","Sep","Oct","Nov","Dec"],"weekdaysShort":["Sun","Mon","Tue","Wed","Thu","Fri","Sat"],"weekdays":["Sunday","Monday","Tuesday","Wednesday","Thursday","Friday","Saturday"]},"mediaApiExternalUrl":"https://api.media.atlassian.com","mediaApiAppClientId":"fce10421-973a-4749-9c2d-b4a0591ab9cc","optedInFeatures":{},"fabricEmojiUrl":"/gateway/api","helpCenterType":"BASIC","traceId":"3ece8f1486e0466c9932462ed45e3563","siteDefaultLanguageTag":"en-GB","featuredValues":{"multiHelpCenterEnabled":true,"hcAIAnswersEnabled":false,"jsmAiConfigEnabled":true,"helpCenterCustomizationEnabled":true},"helpCenterHomePageSlug":"portals","anonymousEnabled":true,"requestIntroEnabled":true}