Glean's support portal is currently available only to Glean Administrators who are Designated Support Contacts as defined in our support agreement. Having a focused set of accounts ensures that users who submit issues to Glean Support are fully authorized to make requests on behalf of their company and will collaborate and assist in support issue investigations and resolutions.
If you would like an account on the portal, please contact your company's assigned Customer Success Manager (CSM).
Once CSM has created an account for the user, go ahead and check for the email to create a password or use Google Authentication for your work email account to login to Glean’s Support Portal
Access the Glean Support portal at: https://support.glean.com and log in with the credentials set in the first step
If you're able to troubleshoot or resolve your issue using the help articles available using Glean Search, great! If not, please submit your issue to Glean Support with as much detail as possible to expedite service.
Please refer to: https://support.glean.com/hc/en-us/articles/23970334129947-Best-Practices-for-Raising-a-Support-Ticket
When submitting a support ticket, include the following information:
Priority: Select the appropriate priority level. Please ensure it is selected based on the levels defined in the support agreement.
Subject: A quick description of the issue.
Details: Provide highly detailed information to help Glean Support understand, triage, and remediate the issue. Include steps to reproduce the issue, the time the issue started, the user(s) affected, missing document URL's, or any other pertinent info.
Attachments: Include any attachments (screenshots, screen video recordings, browser trace files) that can help the Glean Support team understand the issue or request. Optionally, you can add any internal stakeholders to be notified of ticket updates, but please note that only other Zendesk users from your company are allowed. Once the ticket is submitted, Glean Support will respond, assign it, and work on the issue.
If necessary, Glean Support may engage via a shared Slack connect channel, Google Meet, or a Zoom call to expedite the understanding or resolution of the issue. If you have any questions or need further assistance, please don't hesitate to reach out.