Accessing the Support Portal
Need help Logging into our Support Portal?
Viewing requests
You can view all requests you've submitted by clicking on your name in the top right corner and selecting Requests.
From this list, you can also see all requests you've been CC'd on, and all requests made by anyone in your organization, by selecting the other request tabs beneath the page heading.
Managing requests
Only the Requestor and Participants (aka CCs) are able to interact with requests in our portal. Other members of your organization can see all tickets created by members of your organization, but they won't be able to work on those tickets until they are added as a participant.
Requesting an update or providing more information
You can converse with our support team by clicking into the Add to conversation box at the bottom of the request, and using the text editor to ask questions and provide details, including screenshots and code snippets.
You can also reply to any of the email notifications you receive about your requests, and your replies will be automatically added to the request, and your request status will be updated to indicate to our support team that new information has been added that needs to be reviewed.
Note: when participants reply to an email for a request, their replies are added as internal comments and will not be visible to the Requestor or other participants in the portal. Our agents will include a copy of the participants comments in their next reply on the ticket, to ensure full visibility of the ticket history.
Escalating requests
The Requestor and any participants can escalate a request by clicking the Click to Escalate button on the request in the portal.
You can also escalate a request by emailing DG-GHD Digital Support Escalations DG-GHDDigitalSupportEscalations@ghd.com
Adding participants to your requests
You can add both internal and external participants to your support requests in a few different ways.
For reference, being a participant and being CC'd on a ticket are the same thing in our support portal.
- When creating a request via the portal, enter their email in the Add another participant to this request field. You can add multiple participants by hitting after each one.
- When replying to an existing request via the portal, click into the Add to conversation box and enter the emails of other participants in the CC section. You can add multiple participants by hitting after each one.
- When reaching out to Support via email, anyone you CC on the email will be automatically added as a participant on the ticket.