Galooli Support

Owned by arkadi kaplon
Last updated: 11.09.24
2 min read

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 the Galooli solution platform, without any conditions or pre-registrations. Each response from the Galooli support team is accompanied by an email notification.

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Platform Structure

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  1. Galooli LinkedIn Community - The LinkedIn community page of Galooli will open in a new tab when you click the button.

  2. Galooli Knowledge Base - The Galooli knowledge base homepage will open in a new tab when you click the “Discover more” button.

  3. Explore Popular Questions - The Galooli “How to” page will open in a new tab when you click the “Discover more” button.

  4. My Requests - Detailed information about all open and closed tickets is displayed in a table. A double-click on the ticket will display additional information and an option to add comments or files.

  5. Create Issue - This option is used to create a new ticket.

Issue Creation Process

  1. Enter the Galooli Solution and then click on the support icon.

  2. Click on the “Create Issue”.

  3. Add all the relevant data of the issue.

    • 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

  4. 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.

  5. Choose a priority. In case of a "Critical" priority, there will be an additional set of three yes/no questions displayed.

  6. Click on “Create” to save the request.

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