Learn how to view & manage all your open support requests with our Customer Support Portal
Sections in this Article
Using the Portal
Raising Requests in the Portal
Viewing/Interacting with open tickets
Introduction
The customer portal is a central hub for keeping track & interacting with your open support tickets
It is designed to serve as an alternative for keeping track of numerous email conversations
In the portal, you can quickly access the communications of your support tickets but see the status of them too - something which is difficult to do from email chains alone
Using the Portal
Accessing the Portal
The link to the Portal can be found in our Knowledgebase here:
You can also access it directly from the below link:
🔗 https://knowledge.gatekeeperhq.com/customer-portal
💡 If you are the Gatekeeper champion from your organisation and plan to use the Portal regularly, we recommend bookmarking this link:
Registering
When visiting the portal for the first time, before you sign in you'll need to click Register Here:
After clicking this option, you'll be able to set a password, agree to the terms of service & hit Save Password to continue:
Finally you can verify your email to activate your portal account:
Raising Requests in the Portal
As well as managing existing tickets, you can raise new support requests directly in the portal...
Just head to the below link and complete a new support form
You can of course still raise support tickets via the previous methods:
- Emailing your query to tickets@gatekeeperhq.com
- Completing a Support Form from the Gatekeeper Help Centre Link
These will still be added to your portal to help you keep track of them later
Your Support Tickets
Your tickets can all be viewed in the centre of the portal as well as key details such as the Status, Created Date, Last Activity (i.e. communication or Status update)
To dive deeper, you can click the Ticket Subject Name to open it up & view/participate in the conversation:
FAQ 💬
Q: Do I need to use the Customer Support portal?
A: No. It’s entirely up to you. There are no differences in ticket intake, service levels, or response times - you’ll still reach a member of our support teamQ: Is there a fee?
A: No
Q: Is self-registration required?
A: Yes
Q: Will others in my organization be able to see my support tickets?
A: No. Registered users can see their own tickets only - this is to comply with ISO 27001.
Q: Can I view professional service requests or implementation conversations?
A: No, if you pay for a Managed Tenant and submit requests via Clickup, you will still use it to submit paid work requests there
I.e. The Customer Support Portal does not connect to or display implementation to professional service requests, at this time you will only see tickets sent to the customer support team.