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.
- gaiia's New Support Portal - What's Changing
- gaiia's New Support Portal - Accessing The Portal and Knowledge Base
- gaiia's New Support Portal - Managing Tickets
- gaiia's New Support Portal - Managing Users
- gaiia's New Support Portal - Understanding Your Ticket History Migration
- gaiia's New Support Portal - Navigating the Knowledge Base
- gaiia's New Support Portal - Subscribing to Release Notes Emails
Overview
As part of gaiia's move to a new support platform on Tuesday, November 3, your ticket history is moving to the new Support Portal. You don't need to do anything to prepare.
This article explains which tickets are moving, how to request older tickets, and what happens to tickets that are still active during the move.
Which tickets are moving
All tickets created in the 12 months before the move are available in the Support Portal. This includes tickets in every status, whether they were open, on hold, or already resolved.
Older tickets
Tickets created more than 12 months before the move won't appear in the Support Portal. They are securely backed up, and our team can look them up anytime.
To request an older ticket, email support@gaiia.com with the original ticket number. If you don't have the ticket number, include as many details as you can, such as the subject, the approximate date, and who submitted it.
How active tickets will be handled
Tickets that are still active at the time of the move are handled based on their status.
| Ticket status before the move | What happens |
|---|---|
| Open | Closed in the previous help desk and reopened in the Support Portal in the days after the move. You'll receive an email on the ticket once it's ready, and you can reply to that email to continue the conversation. |
| On hold, waiting on an upcoming bug fix or feature release | Handled the same way as open tickets. The ticket is reopened in the Support Portal and you'll receive an email on it. |
| On hold, for any other reason | Closed. You'll receive an email on the ticket explaining why it was closed. |
If one of your on-hold tickets is closed and you'd like it to stay open, reply to the email you receive about it. Our team will review the ticket with you and decide how best to handle it moving forward.
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