Ticket management
TABLE OF CONTENTS
Portal login
Once you sign up or log in, you will have complete access to the Solidgate self-service portal where you can raise support tickets and track their status.
Ticket status
Once you are logged in, you can view the list of all your tickets here.
Ticket actions
You can perform the following actions with a ticket:
- Send a new message – if you have additional details, you can send a follow-up message without creating a new ticket.
- Set status "resolved" or "closed" – if the problem is no longer relevant, you can send a message and close the ticket.
- Add "CC" to this ticket – if you need to add another person to view the ticket.
Ticket type
You can choose the ticket type to help the relevant team start working on your request faster.
Technical support request – choose this option for technical inquiries about our service and include all data you have regarding the case.
How-to request – choose this option if you need advice or information about our services or tools.
Contact your account manager – for account assistance, feature suggestions, or escalation requests.
Potential partners request – choose this option if you want to start cooperation with Solidgate.
Chargeback dispute – choose this option if you want to challenge a dispute and include all required documents.
Integration – choose this option for integration-related inquiries.
Other – choose this option if none of the other types fits your request.
Once the ticket receives the "resolved" status, you have two days to send a follow-up. After that, the ticket will be closed and cannot be reopened.