Checklist for Submitting a Support Ticket

 

 

How to open a ticket

Select the Submit a Request button on the Support Homepage to open a new request for the GAN Support Team to review.

If you are experiencing issues with training, please read here, as the required information may vary.

 

Checklist for submitting a ticket

When submitting a ticket, please include the following information in the description to avoid unnecessary back and forth via email and faster troubleshooting on the Support side.

 

URL

• Copy the URL so Support can identify the instance you are referring to.
• The URL is the address of a website. You can find it in the address bar at the top of your web browser.

 

DETAILED DESCRIPTION

• Please explain, in as much detail as possible, the issue you are experiencing step by step.
  • Name of the module
  • Entity ID or Entity Name in that module
  • Issue IDs
  • The name and email of the user having the issue
  • A detailed description of the issue
    • For example, tickets only stating "It's not working" are time-consuming for Support to troubleshoot and for you, as Support will have to reply asking for further details, which could delay the resolution of the issue.

 

BROWSER

• Which browser are you using to access the platform? Have you tried different ones? Is the issue the same across browsers?
• GAN advises all customers to use the latest versions of Google Chrome, Microsoft Edge, Apple Safari, or Mozilla Firefox as these are actively maintained by developers and are patched for performance and security updates regularly.

 

SCREENSHOTS

• Attach a screenshot to your request.
• A screenshot always helps direct Support towards more efficient help. It could be the screenshot of a blank page, a loading page, not being able to move forward from a specific slide, etc. No matter the issue or the question, a visual attachment is always helpful to Support to investigate and digest the nature of your request. 

 

PREVALENCE

• Are you the only one experiencing the issue? Do you know if other colleagues are facing the same difficulties?
• This is not necessary information and we do not expect you to know it, however, if you happen to have this information it would be useful for Support to investigate further into the issue.

 

PRIORITY

• Low: Minimal impact. General inquiries or non-urgent requests, like feature requests or minor issues with available workarounds.
• Normal: Moderate impact. Routine requests or issues needing a timely response, such as minor bugs or service questions.
• High: Significant impact. Issues affecting multiple users' productivity or a single user with a complete system failure and no workaround.
• Urgent: Critical impact. Business has halted due to issues with no workaround, such as system-wide outages or security breaches, requiring immediate resolution.

 

Status of a submitted ticket

Once a ticket has been submitted, users can log in and follow the ticket status by accessing the My Activities section. 

• This page allows the user to view various tickets and details. 
  • My requests → Requests that they have submitted. 
  • Requests I’m CC’d on → Requests they’re CC’d on.
  • Organization requests → Depending on permissions, this shows all requests submitted by the same organization. 

• This page also displays high-level information for each ticket with each column defined below:
  • Zendesk Ticket ID
  • Subject
  • Last activity
  • Status (see definitions below)

 

Status	Definition
Open	Ticket is assigned to the GAN Support Team and is currently being worked on.
Pending	The GAN Support Team has reviewed the ticket and additional details or confirmation is needed from the user.
Solved	Ticket has been solved by the GAN Support Team and the user can proceed.

 

 

Want to know more?

Suggested next read: Status and Updating a Submitted Ticket

 

 

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