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Hi Everyone,

I’m looking to hear about what your best practices are for creating & managing tickets with Gainsight support for your team. 

Do you have everyone on your team submit their own tickets, or does your admin do it on their behalf? How do you manage the need to “grant access to Gainsight support” by a specific user? Does your admin request this of each CSM every time they have a specific issue?

I’m having trouble getting tickets resolved in a timely fashion due to the need to grant access to support for enough time, and chasing down my individual users so they can turn this on.

Who has a process that works well? There’s got to be a better way!

Thanks!

Hi,  I definitely try to have them funnel everything through me (the admin) otherwise I find that they submit tickets for things that I can take care of.  As soon as they send me an issue, I spend a little time to determine if it’s an actually an issue, and then, immediately send them the instructions for granting GS access.  I wait until they confirm before submitting the ticket usually depending on the severity.

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