How to Create a Support Ticket

GriotSites offers several ways to receive support. While many common issues can be handled through live chat or over the phone, some issues are more appropriately handled by creating a support ticket. As a matter of fact, we encourage you to use our ticket system as often as you can.

There are six (6) ways to create a ticket. Feel free to choose whichever method is most convenient for you:

Option 1: Ticket Creation Form (Recommended)

The easiest way to create a ticket is through the ticket creation form. This is the preferred method in most situations. Submit your Ticket using the form below:

•You will be asked if you are opening a new ticket or checking ticket status:
•If you select "open new ticket", follow the outlined steps to submit your ticket .
•Fill in your name, email address, telephone (optional), help topic, and the subject of your issue.
•Next, use the "message" area to add any additional information.
•Once you have completed the form, hit "submit".
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Option 2: Create a Ticket in your Go Green Online Billing System
This is also a preferred method in most situations.

Option 3: Live Chat or Telephone.
In most cases, if an issue cannot be resolved on your phone call or chat session, an agent can create a ticket for you.

Although an agent can create tickets for most issues, there are some types of tickets (such as feedback, affiliate questions, user/website complaints, order forms, etc.) that cannot be created by phone or chat technicians and must be submitted directly by the customer via email, Go Green Billing or the online form.

Option 4: Email Us
Another easy way to create a ticket is to email us.

affiliates@griotsites.com for affiliate related questions
billing@griotsites.com for billing questions
sales@griotsites.com for questions on any of our products
support@griotsites.com for any technical questions
feedback@griotsites.com to let us know how we are doing
For billing, support, security or migrations issues, please create a ticket using our ticket creation form or through Go Green Client (option 1 or 2 above).

For faster service, it is suggested that you email the department most closely related to your issue; however, if you email the wrong department, we will make sure your ticket gets redirected to the appropriate place.
Additional Notes

Ticket ID / Tracking Number
Every ticket created is assigned a ticket ID (ticket number). All ticket IDs are in the format GS-12345678, with the first two characters being the same letters, followed by eight numbers.

Verification

If your ticket involves making changes to your hosting account or discussing confidential information, we must confirm that you are the account holder or someone authorized to act upon the account. If you submit the ticket through the Client Area, your identity is automatically verified since you had to log in to submit the ticket. If you submit a ticket any other way (such as email, online form or through an agent), we will request that you verify your identity. Always be prepared to give us your GS Code. This is a way to verify that you are the account holder. If you do not remember it, check the very first email that you received from us when you registered. If you still can't find it, send us a email requesting your GS Code.

Ticket Wait Times
Normally tickets are answered the same day, usually within a few hours. Tickets are addressed in the order they are received, so please wait patiently and you should have a response shortly.

Some problems are more complicated and we will need extra time to investigate and solve your issue. We appreciate your patience while we take care of the issue at hand for you.
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Griot Sites™ and Griot International™ logos are trademarks and/or registered trademarks of Griot International LLC™ in the United States and/or other countries.
Griot Sites™ Copyright © 2014-16 - Problems with this site? Contact us @ website@griotsites.com
Use of this web site constitutes acceptance of the www.griotinternational.com Terms of Use and Privacy Policy.
Griot Sites™ and Griot International™ logos are trademarks and/or registered trademarks of Griot International LLC™ in the United States and/or other countries.
Griot Sites™ Copyright © 2014-16 - Problems with this site? Contact us @ website@griotsites.com