Gfacility Support

For its customers there is a support environment available within Gfacility where they can easily report questions, requests, and incidents. Tickets are clearly visible and there is a communication channel between the customer and Gfacility.

Where do I find support?

The support environment is available to administrators of Gfacility. When you are signed in to Gfacility you see a question mark and a profile button at the bottom left of your screen.

• The question mark in the software takes you to the public knowledge base, but you’ve already found that with this article!

• To reach the Gfacility support environment, click the button with the figure to go to your profile.

Next click on Switch environment.

You can now switch from your own environment to the “Gfacility Support” environment and back.

One environment at a time

You can only be signed in to one environment at a time. As soon as you switch to support, you cannot perform actions in your own customer environment. You need to switch back to your own environment for that. When you want to click a link from an email that leads to the support environment, you have to switch environments first before opening the link.

No access?

To perform actions in the Gfacility support environment you need access. No access? Contact the person responsible for Gfacility within your organisation, or send an email to [email protected].

Error message?

When you get an error message, this means you came from a module that is not available in the support environment. Just click the homepage icon.

Homepage

On the homepage you can use the search bar to look for open tickets for your organisation, or use the “New ticket” button to create a new ticket.

At the bottom of the homepage you find two tables with tickets you are following or that were created on your behalf.

Helpdesk

With the helpdesk module you can view all tickets created on behalf of your organisation. Using the category (1) and filters (2) you can display the information in clear tabs.