Sections in this article:
- Introduction
- Access the Portal
- Register to the Portal
- Raise Requests in the Portal
- Manage Open Tickets
- FAQ
Introduction
The Customer Support Portal is a central hub for keeping track of your open support tickets. It provides quick access to ticket conversations and their current status.
Access the Portal
The link to the Portal can be found at the top of 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, we recommend bookmarking this link:
Register to the Portal
When visiting the portal for the first time, before you sign in you'll need to click Register here.
You can then set a password, agree to the terms of service, and click Save Password to continue.
Finally, you'll need to verify your email to activate your portal account.
Raise Requests in the Portal
As well as managing existing tickets, you can raise new support requests directly in the Portal by click File a Support ticket and completing a form.
Note: You can also raise support tickets by:
- Emailing your query to tickets@gatekeeperhq.com
- Completing a form from the Gatekeeper Help Centre Link
These will still be added to your Portal to help you keep track of them later.
Manage Open Tickets
Your tickets are listed with key details such as the Status, Created Date, and Last Activity (i.e. communication or status update).
To dive deeper, click the ticket Subject Name to view or continue 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 team.
Q: Is there a fee?
A: No
Q: Is self-registration required?
A: Yes
Q: Will others in my organisation 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 have a Managed Tenant and submit requests via Clickup, you will still use it to submit requests there.