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Contact Us

How to reach the Genie team for help, feedback, or issue reports.

Email​

Application support team: dsoftwaredevs@dpdhl.onmicrosoft.com

This address is monitored by the Genie engineering team. Use it for:

  • Bug reports
  • Questions about functionality
  • Requesting the Super Admin role (see below)
  • Requesting a new knowledge base to be created on your behalf
  • Access escalations when a KB administrator is unresponsive
  • Feature requests
  • GDPR data access / erasure requests
  • Documentation feedback (errors, things missing from this site)

Requesting the Super Admin role​

The Super Admin role is what lets you create new knowledge bases. It is sensitive and not granted automatically — approval requires a business justification.

The formal flow (per the Authorization Concept):

  1. You email Support with the request (see template below)
  2. The Genie team routes the request to the Application Owner (Cem Yığman)
  3. The Application Owner initiates the DHL IT access management process
  4. The Identity Provider administrator adds you to the Super Admin Entra group
  5. You sign out and back in to pick up the new role on your token

Sample email:

Subject: [Genie] Super Admin role request — <your name>

Hi Genie team,

I am requesting Super Admin role for DHL Genie so I can create
knowledge bases for my team.

Full name: <Your Full Name>
DHL email:  <your.name@dhl.com>
Department / team: <e.g., Warehouse Operations Italy>
Line manager: <Manager Name and Email>

Business justification:
  <2-3 sentences on why you need to create KBs, what content you
   plan to put in them, who the users will be>

Thank you.

For Knowledge Base creation without becoming a Super Admin yourself (i.e., you only need one KB set up, not the ongoing rights to create more), use a similar email but say "Please create a KB called X with the following owners: …" instead of requesting the Super Admin role.

What to include in a good support email​

Please include as much of the following as you can:

Subject: [Genie] <short summary of the issue>

What I was trying to do:
  ...

What actually happened:
  ...

Error message (exact text or screenshot):
  ...

Chat URL (if related to a specific chat):
  https://genie.dhlrdlab.com/c/<session-id>

Knowledge base name / ID (if applicable):
  ...

Browser & OS:
  e.g. Chrome 132 on Windows 11

My DHL email:
  ...

A screenshot is worth a thousand words — please include one whenever the issue is visible on screen.

For account / identity problems​

If your sign-in itself isn't working (MFA not prompting, password rejected, account locked), the right place is IT Service Desk — they handle Entra ID account security, not the Genie team.

For business-level questions​

For strategy questions, new business cases, or "should we use Genie for X?", reach out to Cem Yığman (Product Owner) — see The Team.

For urgent production issues​

Email the support address with [URGENT] in the subject line and the engineering team will prioritize. There is no on-call rotation for Genie today, so urgent issues are best raised during business hours (CET).

Feedback on this documentation​

If you find something in these docs that is:

  • Wrong (the UI doesn't behave the way the docs say)
  • Confusing or unclear
  • Missing (you couldn't find an answer here)

…please email the same support address with [DOCS] in the subject. Documentation gets better when users tell us where it falls short.

What this support address is NOT​

  • It's not an Entra ID / IT support line — for sign-in or account issues, use IT Service Desk.
  • It's not a knowledge base content editor — for questions about what's in a particular KB, contact that KB's administrator (you can see the admin's name in the Apps Dashboard).
  • It's not a 24/7 monitored channel — responses typically land within one business day.