gaiia's New Support Portal - Accessing The Portal and Knowledge Base

Overview

On Tuesday, November 3, gaiia support is moving to a new platform. Support is now split across two separate sites.

• The Support Portal at support-portal.gaiia.com is where you submit, track, and reply to your support tickets.
• The Knowledge Base at support.gaiia.com is where you find help articles and release notes.

Because these are two different sites, we suggest bookmarking both. This article explains who has access, how to log in to the Support Portal for the first time, and what to do if you run into trouble.

All Knowledge Base articles are public. You do not need to log in to read them.

Who has access

If you used gaiia's previous help desk in the past year, your user has already been moved to the new Support Portal. You do not need to create an account or set a password.

If you're new to your organization or didn't use the previous help desk, you can still log in. Enter your work email address on the login page and your user is created automatically, as long as your email domain matches your organization's.

Personal email addresses (such as Gmail or Outlook) can't be used to create a user on your own. If you can't access the Support Portal with your work email, contact support@gaiia.com and we will help set you up.

Logging in for the first time

The Support Portal does not use passwords. Instead, you receive a one-time code by email each time you log in.

Use the same work email address you used with gaiia support before. Logging in with a different address will not work.

1. On or after November 3rd, go to support-portal.gaiia.com 
    

2. Enter your work email address and click Send Code

   
    

3. Check your inbox for an email containing your one-time code 

4. Enter the code on the login page and click Continue

   

Once logged in, you land on your Support Portal home page, where you can view your tickets and submit new ones.

If you can't log in

If something isn't working, try the following.

1. If the code doesn't arrive within a few minutes, check your spam or junk folder.
2. Make sure you're using the same email address you used with gaiia support before.
3. If you still can't log in, email support@gaiia.com directly and we'll help you get access.