Creating and managing your tickets

Creating and managing your tickets

All tickets for GridBase support should be created from the GridBase® Help Center, located at https://gridbase.zohodesk.com/.

Signing-in



Click My Area at the very top to begin. You will be required to sign-in to your account, or create one if you haven't done so already.

Creating a new Ticket

Within “My Area”, click the Tickets tile:


Then click the Add Ticket button on the right:


Here you will be presented a form, where you will enter the required information into each field and click the Submit button. Once your ticket has been received, you will receive a confirmation email with your ticket number.

Managing your Tickets


You will be able to view and communicate regarding your issue directly within the GridBase® Help Center. To manage your tickets, click My Area at the very top, click the Tickets tile, and leverage the Views section on the right to find and manage your existing tickets.

Service Levels and Response Times

Below defines the expected response times for each level of priority. If acknowledgement has not been received within this time frame, please escalate to customer.success@grid151.com. 

Urgent/High Priority

Definition: Work stoppage or delays being experienced.
Acknowledgement Time: 2 business hours

Medium/Low

Definition: No work stoppage or delays being experienced.
Acknowledgement Time: 1 business day




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