Contact support
Anyone in your organization can ask the Gatelion team for help: administrators, approvers and auditors. You write to us from the console, we answer there, and you get an email each time we do.
Open a request
- Sign in to the console and open Support in the sidebar, or click Get support under your name.
- Click New request.
- Write a Subject, and choose a Category (question, problem, account or feature request) and a Priority.
- Say what you were doing and what happened in Message, then click Send request.
You get an email confirming it, with its number (for example SUP-1042). Quote the number if you write to us about it.
When the console shows an error, the Contact support link next to it opens a new request that already contains the error and the page you were on. Add what you were doing and send it.
What support sees
Support sees only what you write in your requests, and your name and email address. We don't see your agents, tools, policies, approvals or executions. If we need a detail from them, we ask you for it.
Follow a request
Your requests are listed on the Support page, newest activity first. Open one to read the conversation and reply.
| Status | What it means |
|---|---|
| Open | Gatelion support is looking at it. |
| Waiting for your reply | We answered and need something from you. |
| Resolved | We think it's solved. If it isn't, reply and it opens again. After 7 days with no reply, it closes. |
| Closed | Final. If you need more help, open a new request. |
Things to know:
- Each person sees their own requests. Administrators also see every request from their organization, and can reply to them.
- Reply in the console, not to the email. Answers to support emails aren't read.
- Click My problem is solved if you found the answer yourself: the request is resolved.
- You can open up to 20 requests a day and write up to 30 messages an hour.
If you can't sign in
If you can't reach the console at all, for example because you lost your second factor, ask an administrator of your organization first: they can reset your sign-in. See Sign-in security.
Still stuck? Contact support from the console.