Support Portal Registration and Use
The GB Manchester ticketing system receives tickets via:
and is accessible by our customers via:
Every ticket that is generated in our system returns an acknowledgement containing a link to the ticket details within the above portal. If you have never been registered in the portal, you will have the opportunity to request access from the login page via the "New User? Sign Up" link on that page which GB Manchester will manually approve. We strive to complete those approvals within 1 business day. If on the phone with one of our support agents, you may also ask your agent to send you the invite, avoiding the manual approval step.
For some of our larger accounts, we have been provided a list of authorized users that will submit tickets into our system. These user lists will be added to the system without the need to first submit a ticket and without the need for each listed end user to request approval. To take advantage of this pre-registration process, submit a CSV or XLS file in an email to your GB Account Manager (Cc: Support) containing the following column headings with data populated as 1 row per employee (all columns are mandatory except SecondaryEmail and up to one of the Phone or Mobile columns):
FirstName | LastName | Email | SecondaryEmail | Title | Phone | Mobile |
John | Doe | IT Director | 950-555-0101 |
If you are pre-registered or approved under self-registration, you will receive a welcome invitation that looks like this:
Clicking on Accept, or the click here link, you will be presented with the following:
Once you have entered your new password twice, click on Confirm:
You will then be redirected to a screen that allows you to edit your profile. If your account was approved directly from an email submission, most fields will be empty or improperly populated. Regardless of self or pre-registration, please take a moment to edit as required for accuracy.
Click on Home at the top:
Click on Tickets to be taken to a view showing just your own open tickets. Change views on the right, where Team xxx will show you tickets submitted by anyone from your organization. Note the All Department dropdown in the left (just under My Area in the below screenshot), there are multiple GB departments available in this portal. If you are looking at a Ticket View and not seeing what you expect, make sure you are filtered on the correct department, or unfiltered by choosing All Departments.
Clicking on the Team Tickets view, we see:
Clicking on the Add ticket button, we are presented with the following form:
Current Department choices are: Audio Visual, Fire Alarm, Paging-Intercom, and Security. Please confirm this is correct before submitting.
Enter a brief, but descriptive subject, per this issue. You can paste screenshots right in the description, or attach files (including photos, or videos) at the bottom of the form.
Enter a detailed description, your internal priority designation, and an appropriate classification: Question, Problem, Feature, Others.
Attach one or more files, as appropriate.
Submit the ticket.
You will be taken to the ticket view at that point. Use the My Area breadcrumb at the top if you wish to return to the ticket list.
As always, if you should have any questions, do not hesitate to reach out to us via email.