Support Tickets
Request help from GridColo operations and keep a record of every interaction.
Overview
Support tickets are the structured way to reach GridColo support staff about anything related to a site or service: access problems, facility issues, remote hands requests, shipments, or general questions.
Associate each ticket with the GridColo site it concerns. That routes it to the right operations team and gives them the context they need to respond quickly. Every update and comment is saved, so the ticket becomes a complete record of the issue.
In the portal
View your tickets
See every ticket you have created, with its site, priority, and current status.
Create a ticket
Describe the issue, choose the site and category, and attach photos or files.
Track status
Follow tickets through Open, In progress, Waiting on you, Resolved, and Closed.
Add comments
Reply to questions from support staff or add information as it becomes available.
Writing a ticket that gets resolved quickly
- 1
Choose the site and category
This routes the ticket to the right team immediately.
- 2
Describe what you observed
Include equipment, cabinet or cage location, and when the issue started.
- 3
Set an accurate priority
Use urgent only for issues affecting production systems or safety.
- 4
Attach supporting detail
Photos, error messages, and tracking numbers save back-and-forth.
Common ticket types
- Badge or PIN not working
- Guest and escort registration
- Remote hands requests
- Inbound shipments and deliveries
- Environmental or power concerns in your space
- Questions about site policies
Common questions
- Can my administrator see my tickets?
- Yes. Tenant administrators can see all tickets created by their organization, so work is not lost if someone is unavailable.
- What does Waiting on you mean?
- Support staff need information from you before they can continue. Reply in the ticket comments to move it forward.