# How to Submit a Support Ticket Using the Gladstone Customer Portal

HTML version: [How to Submit a Support Ticket Using the Gladstone Customer Portal](https://support.gladstonesoftware.cloud/kb/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

1. **Access the Customer Portal**
   - Go to [https://gladstonemrm.my.site.com/legacy/login](https://gladstonemrm.my.site.com/legacy/login) and log in with your credentials.

2. **Create a New Ticket**
   - Select the option to log or submit a new support ticket.

3. **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

4. **Add Required Identifiers**
   - Include relevant identifiers such as:
     - User ID (yours and any affected users)
     - Subscription ID
     - Product ID
     - Member ID (if applicable)

5. **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.

6. **Attach Evidence**
   - Upload any screenshots or screen recordings that show the issue or any error messages received.

7. **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.