The Galooli support menu allows any user to manage all his ticketing and request history, open new tickets, and get answers from the Galooli support team, directly from your Manager the Galooli solution platform, without any conditions or pre-registrations, just Web solution user. Each response from the Galooli support team is accompanied by an email notification.
Each user can see only his own tickets.
...
Cases by Priority - The table shows the opened tickets divided by priority. By clicking on one of the columns, the system will filter the data and display only the relevant data
...
Cases by Status - The table shows the opened tickets divided by status. By clicking on one of the columns, the system will filter the data and display only the relevant data
...
| Table of Contents | ||
|---|---|---|
|
...
Platform Structure
...
Galooli LinkedIn Community - The LinkedIn community page of Galooli will open in a new tab when you click the button.
Galooli Knowledge Base - The Galooli knowledge base homepage will open in a new tab when you click the “Discover more” button.
Explore Popular Questions - The Galooli “How to” page will open in a new tab when you click the “Discover more” button.
My Requests - Detailed information about all open and closed tickets . Double-clicking is displayed in a table. A double-click on the ticket will display additional information and an option to add comments /or files
.
Create Issue - A feature that allows the user This option is used to create new tickets.
The Summary and the Description fields are mandatory. The user can add a file to the ticket and should choose the correct Priority. Click here to see the full process
a new ticket.
Issue Creation Process
Enter the Galooli Solution and then
...
Enter the “Support” menu
click on the support icon.
Follow the next steps:
Click on the “Create Issue”.
Add a Summary all the relevant data of the issueAdd a description.
Manager level authorization user can open two types of tickets:
End-User Support - In order to report a technical bug
Request - For requests from the support team
Attach an image/file if needed. If you copy and paste a screen shot directly into the "Description" section, the image will automatically be added to the "Attachment" section.
Choose a priority. In case of a "Critical" prioritySave the request, there will be an additional set of three yes/no questions displayed.
Click on “Create” to save the request.
| Info |
|---|
In the event of a technical difficulty that prevents the opening of a support ticket through the support portal, you may contact the Accounts team via the following email: Account@galooli.com |
Existing Tickets Display
As soon as the ticket has been created, you can enter the ticket and make the following changes:
Attach another image or file
Add a comment
Close/Reopen the ticket
According to the following logic, a user will be able to view the tickets opened for the organization to which he is connected:
User - Will only be able to view tickets that he has opened for the organization that he is associated with.
Manager - Will have access to the tickets that he, any other manager, and any other users have opened for the organization to which he is affiliated.
Galooli - User will be able to view any tickets that he, every Galooli user, every manager, and every other user has opened for the organization to which he is connected.
Admin - Admins will be able to view all tickets opened for the organization to which he is affiliated.
Global users will see tickets related to the organization they are connected to, and not all tickets they have opened through the support portal