How to Submit a Support Ticket Using the Gladstone Customer Portal
Problem
Users need to report a problem or request help from Gladstone support and want to ensure their issue is investigated quickly without delays caused by missing details.
Resolution
Access the Customer Portal
- Go to https://gladstonemrm.my.site.com/legacy/login and log in with your credentials.
Create a New Ticket
- Select the option to log or submit a new support ticket.
Provide Issue Details
- Include key information such as:
- Severity (impact, affected users, any financial impact)
- Date and time when the issue occurred
- Whether the issue is intermittent or constant
- Include key information such as:
Add Required Identifiers
- Include relevant identifiers such as:
- User ID (yours and any affected users)
- Subscription ID
- Product ID
- Member ID (if applicable)
- Include relevant identifiers such as:
Describe Steps to Reproduce
- Clearly explain what actions you took that led to the issue. Be specific about what was clicked and what happened afterwards.
Attach Evidence
- Upload any screenshots or screen recordings that show the issue or any error messages received.
Submit the Ticket
- Review all the information provided, then submit your ticket through the portal.
Notes
- Access Required: If you do not have access to the Gladstone Customer Portal, ask a registered user to log a ticket on your behalf to request access.
- Ticket Response Delays: Missing required details or IDs may delay the investigation of your ticket.
- Issue Reproduction: Providing clear steps, along with screenshots or recordings, helps the support team replicate and address your issue more efficiently.
- Checking Ticket Status: You must log into the Customer Portal to check the status of your ticket. Tools such as the Gladstone Assist chatbot cannot provide updates on existing tickets.