Great service does not just happen, you have to work at it - and here at GreenAcorn that means constantly improving our support system to provide the most convenient mechanisms for logging and tracking tickets.

Our team can be reached via phone, email or our Client Portal.

We then track our communications and ticket status, so you have full transparency of the status of your tickets.

To open a new ticket

Once you've logged in to the portal at http://ga.accelo.com/portal you can create a new request by clicking the "Make a request" button at the top right of the page. Once a request has been received by Green Acorn it will be converted to a ticket. You will be notified of this via email.

Make a new request by clicking on the "Make a request" link at the top of the page.

After clicking on the "Make a request" button you should see a popup window containing a form to make your request. Fill out the form with as many useful details as possible. You can also use the Attachments section to upload any relevant screenshots.

Then fill out and submit the form in the popup window.

To check on a ticket

Once your ticket has been created, you can check on the status from the "Tickets" page in the menu. You will see a list of all your tickets. At the top of the list there are four dropdowns which will help you filter your tickets. For example you can choose to show only 'Open' tickets by selecting "Status: Open."

Click on the "Tickets" link in the menu. You can see the current status of each ticket under the "Status" column.

To find out more details about the ticket, click on the ticket name in the list, this will take you to the page shown below. The "Activities" section will show any messages logged by a technician. You can also see the amount of time logged under the "Work" section. You will also receive any updates to your tickets via email.

After clicking on a ticket from that page you will see more details about that ticket, including any activity logged by one of our technicians.

Logging into our Client Portal

If you do not have access to our Client Portal, just let us know via an email to support@greenacorn.com.au and we can invite you to collaborate with us using the Portal - don't forget to include any other staff member you would also like to have access.

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