Support: raising a ticket with Graften

Raising a ticket

Open Support and choose New Ticket. Give it a subject, a description, a category (billing, technical issue, feature request, security concern, onboarding or other) and a priority (critical, high, medium or low). The Graften support team is emailed as soon as it's raised.

Each ticket gets a reference such as GRT-1042. It's shown in your ticket list and quoted in every email about the ticket, and you can search by it.

Replies

When Graften replies, the person who raised the ticket is emailed the reply with a link back to the portal (as long as their user account is still active). Reply from Support in the portal so your message is kept with the ticket: replying to the email reaches the support team but isn't added to the ticket's thread. The support team is emailed whenever you add a reply.

Closing and reopening

You can close a ticket yourself (Close Ticket) once it's sorted. Replying to a resolved or closed ticket reopens it, so it goes back in front of the support team.