gaiia's New Support Portal - Managing Tickets

Viktor Ristic
Viktor Ristic
  • Updated

Guide: Moving to gaiia's new support portal

This article is part of a larger guide covering gaiia's move to a new support platform.

Overview

The Issues tab in the Support Portal is where you submit, track, and reply to your support tickets. Tickets are grouped by status so you can see at a glance what our team is working on and what's waiting on you.

 

This article covers ticket statuses, finding and filtering tickets, submitting a new ticket, replying and adding teammates, and how tickets are closed.

 

Ticket statuses

Every ticket in the Support Portal has one of the following statuses.

Status What it means
"On gaiia" Our team has the next step. We're investigating or preparing a response.
"On [your organization]" We're waiting on a reply or more information from your team. Your organization's name appears in this status.
"Closed" The ticket is resolved. You can reply anytime to reopen it.

 

Finding and filtering tickets

By default, the Issues tab shows tickets from the last 365 days. Use the filters above the ticket list to narrow it down.

  • Date limits tickets to a specific time range.
  • Requester shows tickets submitted by a specific person.
  • Issue Status shows tickets in one or more statuses.
  • Issue Source shows tickets based on how they were submitted, such as email or Slack.

To find a specific ticket, click the search icon next to the create ticket button.

 

Submitting a ticket

The Support Portal offers four ticket forms. Choosing the right one helps us route your request to the right people quickly.

Form Use it for
Question Questions about how something works in gaiia or how to get something done.
Report issue Something that isn't working as expected in gaiia.
Submit feedback Feedback or feature suggestions for our product team.
Report incident Incidents only. See the warning below.

Use Report incident only when gaiia is down, or a Critical Feature is unavailable for the majority of your users or end customers. For anything else, use Report issue.

To submit a ticket, follow these steps.

  1. Click the Create Ticket button in the top right of the Issues tab

  2. Select the form that matches your request 


     

  3. Fill in the Subject and Description

    Your Name and Email are filled in for you. To attach screenshots or files, click the paperclip icon in the Description toolbar.

  4. Optionally, add teammates in the CCs field so they receive updates on the ticket

  5. If you're using Report issue, add any affected IDs in the Impacted gaiia IDs field, such as an Account ID 


     

  6. Click Submit

 

Closing a ticket yourself

If your request has been resolved or is no longer needed, you can close the ticket yourself.

  1. Open the ticket from the Issues tab

  2. Click the ticket's Status 


     

  3. Select "Closed"

 

Automatic closing

To keep things tidy, tickets waiting on your team are closed automatically if we don't hear back.

  1. After 5 business days without a reply, we send a reminder that the ticket will be closed soon.
  2. After 8 business days without a reply, the ticket is closed.

A closed ticket is never locked. Reply anytime, by email or in the Support Portal, and the ticket reopens with its full history.

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