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Gainsight Inc.

Gainsight Support Tickets: How to Update and Check Status

 

This article will walk you through how to check the status of and update your Gainsight support tickets. To learn more about submitting a ticket to Gainsight Support click here.

Step 1: Sign In

Step 1: Sign In

  • Go to Home
  • Click Sign In

Step 2: My Activities

Step 2: My Activities

  • Click on your name at the top right
  • Choose My activities

Step 3: Requests

Step 3: Requests

Click on Requests to see your Gainsight Support tickets. By default you will see tickets with any status however you can filter the list by using the drop down at the far right side called Status. In this section you will see up to 3 sub tabs.

My requests

This will be a list of tickets where you are the primary point of contact on the ticket or you initiated the ticket

Requests I'm CC'd on

If you have been added as a CC or secondary contact on a ticket that ticket will show up in this section. You will not see this section if you are not CC'd on any tickets.

Organization Requests

This section will show you all tickets that have been entered on behalf of your organization even if you are not the point of contact on the ticket. You will only see this section if you are a Gainsight admin and/or your CSM has requested you have access to see all organization tickets.

View Ticket

View Ticket

To see the details of a specific ticket click on subject.

From the details screen you will be able to see all ticket comments from you, other users within your org and Gainsight. To update the ticket you will type your reply at the bottom and click Add Reply. When a Gainsight Support agent updates a ticket you will receive an email notification. You can also reply to that email notification to update the ticket. If a ticket has a status of Closed you will not be able to update the ticket however you will have the option to create a follow up request.

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