How to open a ticket with GAN Support

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How to open a ticket

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

Before submitting a ticket to support, please go through the following steps and include the needed information on the ticket. 

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

 

Check-list for submitting a ticket

When submitting a ticket, please include the following information. These steps will avoid unnecessary back and forth via email and faster troubleshooting on Support's side.

 URL

Please 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.

 DESCRIPTION

Could you write a couple of sentences explaining the issue you are experiencing?  Please include the name of the module, entity ID, entity name, or issue IDs.  If a user is having an issue please include their system email address.

For example, tickets only stating that "It's not working" are time-consuming both 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. If your ticket is for a question, please formulate what your intention is, what you are expecting, and how it is currently. All of this will allow Support to help you navigate the platform.

 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 Microsoft Edge, Google Chrome, Apple Safari, or Mozilla Firefox as these are actively maintained by developers and are patched for performance and security updates regularly.

 SCREENSHOT

Could you 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.

 

Status of a submitted ticket

Once a ticket has been submitted, users will be able to log in and follow the status of the ticket 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:
    • ID: This column displays the Zendesk Ticket ID.
    • Subject: This column displays the Subject of the email that is entered by the ticket submitter.
    • Last activity: This column displays the date since the last update was made to the ticket.
    • Status: This column displays the status of the ticket. The below table shows the possible statuses and the definition of each. 

 

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 is able to proceed.

 

Want to know more?

Suggested next read: Status and Updating a Submitted Ticket

 

 

© 2022 GAN INTEGRITY INC. ALL RIGHTS RESERVED | The information contained in this document is solely for the intended recipient and may not be used, published, or redistributed without the prior written consent of GAN INTEGRITY INC. While every care has been taken in preparing this document, GAN INTEGRITY INC. reserves the right to revise its contents without prior notice.

 

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