Back to Tenant Admin Guide
Support Tickets
Get help when you need it
Overview
The Support Tickets section is your primary channel for requesting assistance with any issues related to GridColo sites and services. Support tickets provide a structured way to communicate with GridColo support staff, track issue resolution, and maintain a record of support interactions. When creating a ticket, you can associate it with a specific GridColo site, which helps support staff understand the context and provide site-specific assistance. Tickets are tracked through their lifecycle from creation through resolution, and you can add comments, receive updates, and monitor progress.
Features
- View Support Tickets: See all support tickets for your organization with their current status and priority
- Create New Tickets: Submit new support ticket requests with detailed descriptions of issues or questions
- View Ticket Status: Track the status of support tickets (open, in progress, resolved, closed) to monitor resolution progress
- Ticket Comments: Add comments and updates to support tickets to provide additional information or respond to support staff
- Ticket Updates: Receive updates on ticket progress and resolution from support staff
Ticket Types
Support tickets can be created for various types of issues and requests:
- Site Access Issues: Problems with personnel access, badges, or site entry
- Service Problems: Issues with GridMetro, cross connects, or other services
- Billing Questions: Questions about invoices, charges, or payment processing
- Technical Support: Technical issues with services or infrastructure
- General Inquiries: Questions about services, policies, or procedures