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Gainsight Inc.

How to Submit a Gainsight Support Ticket

This article explains about how to submit a ticket to the Gainsight Support team.

Perform the following steps to submit a support ticket:

  1. Navigate to Gainsight Support > Home page and sign in.

  1. Click SUBMIT A TICKET.

Note: You need to be signed in to proceed. If you do not have login send an email to support@gainsight.com to request a username and password. If you are logged in already, you can submit a request from the Gainsight page.

Clicking SUBMIT A TICKET will navigate you to the following form where you need to add information in the following mandatory fields along with other fields which are optional before you submit your request.

 
  1. Subject: Enter short description of the request.

  2. Description: Provide description for the support request. Include as many details as possible including the environment (production or sandbox), user(s) who are in need of assistance, detailed step by step directions on how to replicate the issue etc.

  3. Time zone (optional): Select your timezone for the tickets submitted by you to get routed to the support team nearest to your location.

  4. Severity: Select the appropriate option from the drop-down list as shown in the following image. Gainsight Support reserves the right to change the severity of your ticket at any time.

  1. I need help with…: From the drop-down list containing the list of Gainsight features/areas, select the required option to categorize your request.

  1. Access Granted to Gainsight Support: Select Yes if the issue uses the Salesforce “Grant Login Access”.

  1. Attachments (optional):  Attach any screenshot or file which will help support better understand your question or problem.

3. Click SUBMIT.

4. Check or update Existing Requests. Once you submit a ticket you can check the status of your ticket at anytime by going back to Home.
For more information about how to update/check your existing requests, refer to the Gainsight Support Tickets: How to Update and Check Status article.

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