gaiia's New Support Portal - What's Changing

Overview

On Tuesday, November 3, gaiia support is moving to a new support platform. This article summarizes what's changing, what stays the same, and where to find more details on each topic.

What's new

Support Portal

You'll submit and track your support tickets in the new Support Portal. There are no passwords. Log in with your work email and we'll send you a one-time code.

Learn more in Accessing the support portal and knowledge base and Using the support portal to manage tickets.

Knowledge Base

Our help articles are moving to the new Knowledge Base. All articles are public, so you don't need to log in to read them. The Support Portal and Knowledge Base are separate sites, so we suggest bookmarking both.

Learn more in Navigating the new knowledge base.

Release notes

Release notes are still published every week, now in the new Knowledge Base. What's changing is how you're notified about them.

• If you're currently subscribed to release notes, you don't need to do anything. You'll keep receiving an email each time new release notes are published.
• To subscribe or unsubscribe, log in to the Support Portal and fill out the release notes email subscription form. Changes take effect right away. For details, see Subscribing to release notes emails.

You can also check the latest release notes anytime at support.gaiia.com.

Your access to tickets

Everyone keeps the same level of access they had in the previous help desk. If you could view all of your organization's tickets, you can now view and update all of them in the Support Portal. If you could only view your own tickets, that stays the same.

You can also have an Admin for your organization, who manages which teammates have access to the Support Portal and what they can see. To set one up, email support@gaiia.com.

Learn more in gaiia's New Support Portal - Managing Users.

Inactive tickets close automatically

When a ticket is waiting on a reply from your team, we'll send a reminder after 5 business days without a response. If we still haven't heard back by the 8th business day, the ticket is closed. You can reply anytime to reopen it.

What happens to your tickets

All tickets created in the 12 months before the move are available in the Support Portal. Older tickets are securely backed up, and our team can look them up anytime if you need to reference one.

Tickets that are still active during the move are reviewed individually. Open tickets, and on-hold tickets waiting on an upcoming release, are reopened in the Support Portal in the days after the move. Other on-hold tickets are closed, and you'll receive an email on each one explaining why.

Learn more in Understanding your ticket history migration.

What stays the same

• Support email. You can keep emailing support@gaiia.com. Emails to that address create a ticket in the Support Portal automatically.
• Incidents. To report an incident, use the Report incident form in the Support Portal or email incident@gaiia.com. Either option alerts our on-call team right away. When emailing, send a new email, since adding incident@gaiia.com to an existing thread won't open an incident.

Only report an incident when gaiia is down, or a Critical Feature is unavailable for the majority of your users or end customers. For everything else, submit a regular ticket.