Getting Support
GridGap support works best when you use it from inside the app. The support area lets you open a ticket, link it to the right account context, and keep the conversation tied to the project or billing problem you actually need help with.
Open the support area inside the app
The support page is the normal starting point. It shows your ticket history, lets you filter and search tickets, and gives you a New Ticket action for opening a fresh support request.
This is the route to use when you can still sign in and the issue belongs to your account, a project, a result, a PDF export, billing, or a workspace.
Start the ticket in the correct context
When you create a ticket, the page shows whether you are in personal support context or Business workspace support context. That matters, because support needs to know which account layer the issue belongs to before they review it.
If the problem is tied to a shared workspace, switch into that workspace first and then create the ticket there. If the problem is personal, create it from personal context.
Choose the right category
The ticket form includes category choices such as account and login, billing and subscription, calculation questions, project or scenario issues, PDF report issues, bug reports, feature requests, and other general requests.
In some billing contexts you may also see a dedicated cooling-off cancellation request category. When it appears, use it for that exact type of billing request rather than placing it under a general category.
Link a project, version, or scenario when it helps
Some ticket categories show optional selectors for related project, related version, and related scenario. Use these when the issue is tied to a specific calculation path, result, or PDF problem.
The project list respects the current context. In personal context you see only your personal projects. In a Business workspace you see only the shared projects for that workspace. This makes it easier to point support at the right record.
Write the description clearly
The description field should explain what you were trying to do, what you expected, and what actually happened. If a warning, billing message, or error text appeared, include the exact wording where you can. Clear detail shortens the back-and-forth.
If the issue is billing-related, say whether it is personal or workspace billing. If the issue is tied to a project result, name the project and link the version or scenario if the selectors are available.
Follow the ticket after you send it
Once the ticket is created, GridGap takes you into the ticket detail page. There you can review the ticket status, support level, category, and any linked project context. The ticket also shows the visible update timeline so you can see how the case is progressing.
If the ticket is still open, you can reply inside the app. If it has been closed, the page tells you that it can no longer receive replies.
Use the public contact form only when the app is unavailable
If you cannot sign in at all, the in-app route is obviously not available. In that case, use the public contact form instead. That is the fallback route for login or access problems that block you before you can reach the support area.
If you can access the app, use the in-app route first. It gives support the best context to work with.