How to create a support ticket in GOCare’s Help Center
Quick Summary
This article explains how GOCare clients can create and manage support tickets through the GOCare Help Center. It covers how to submit a ticket, where to track updates, and what the ticket statuses mean.
Accessing the GOCare Help Center
To request support, clients must use the GOCare Help Center portal. To access it:
Navigate to the Help Center link provided by your GOCare account team.
Click My requests in the top menu.
Enter your work email and click Send verification email.
Open your inbox and click Verify email address in the automated email.
You’ll be directed back to the Help Center where you can view or submit support requests.
ℹ️ Info: You must log in with the same email address used for your organization’s GOCare account to view ticket history or submit new requests.
Creating a New Support Ticket
Once logged in:
Click New Request from the My Requests dashboard.
You’ll be guided through a custom form depending on the type of request you select.
Available Request Types
Urgent – Service or Messaging Disruption
Select this if your request involves an active service outage or a current messaging failure that needs immediate attention.
General Support or Troubleshooting
Use this option for product questions, errors, or help resolving unexpected behavior.
Feature Request / Enhancement
Select this to suggesting a new capability or improvement to existing functionality.
Knowledge Base Article Request
Use this to request coverage of a topic that’s unclear or undocumented in the Knowledge Base.
Each path collects relevant details such as:
Product name (e.g., Connect, Messenger, Reach, etc.)
Request title
Detailed description
Optional file attachments
⚠️ Warning: Mark your request as "Urgent" only if it involves a platform outage or messaging failure.
On the final page of the form, a summary of your ticket will be shown. Make sure to click Submit form in the bottom-right corner of the screen — the ticket will not be submitted otherwise.
Support Prioritization and Hours
Priority | Definition | Initial Response Time | Resolution Approach | Availability |
|---|---|---|---|---|
Critical | Total outage, platform inaccessible, mass message delivery failure, or urgent security issue | 30 minutes (business hours) 2 hours (after hours/weekends) | Investigation begins immediately. Updates every 2–4 hours until resolved. | 24/7 for qualifying submissions |
Operational | Workflow-impacting bug, message delay, access issues not halting usage | Within 4 business hours | Resolution targeted within 1–2 business days | Business hours (Mon–Fri, 8am–6pm ET) |
Enhancement | Feature requests, UX improvements, ideas for future releases | Within 1 business day (confirmation) | Reviewed by Product team and added to roadmap if accepted | Business hours (Mon–Fri, 8am–6pm ET) |
ℹ️ Critical requests trigger immediate alerts to the GOCare team.
Special Guidance for Clients in Active Onboarding or Implementation Projects
Clients undergoing onboarding or actively participating in a GOCare implementation project are primarily supported by their assigned product SME (Subject Matter Expert). Most questions and support needs during this time are resolved through regular project collaboration.
For clients in active projects, use the Help Center request form only for the following critical issues:
Messaging Disruptions:
Messenger – No inbound or outbound texts are processing.
SMS Disruptions – Before submitting, confirm that the GOCare SMS phone number hasn’t been relocated. If it has, update GOCare in your request.
Connect Channels – First verify the issue is not with the external system:
Insight Panel – Check with the third-party vendor for maintenance or downtime.
Email, Instagram, Facebook – Ensure account credentials are valid and up to date.
Login Issues – Confirm with your Supervisor or Admin that your user role and access are properly configured.
Operational Issues:
These are defined as features or functionality that were working at go-live but have since broken or stopped behaving as expected.
💡 Tip: General product education, configuration questions, or “how-to” topics during onboarding should be addressed directly with your implementation SME and do not require a Help Center submission.
What Happens After Submitting
After submission:
You will see a confirmation message:
“We’ve received your request and will follow up soon. To track updates or reply, use the Help Center — replying directly to email notifications will not update your ticket.”You’ll receive an email when GOCare responds.
However, do not reply to the notification email — this will not post your response to the ticket. Instead, click View ticket.
💡 Tip: To stay part of the conversation, always respond from the Help Center portal.
Tracking Updates and Understanding Statuses
You can check your open and past requests by visiting the My Requests section of the Help Center.
Ticket Statuses
Portal Status | What It Means |
|---|---|
🔵 In progress | Ticket is open; GOCare is working on it. |
🟢 Resolved | Ticket is archived; issue is considered resolved. |
💡 Tip: If you need to continue a conversation on a resolved ticket, you can do so by clicking into the thread in the Help Center and selecting Follow up in the bottom-right corner. This will reopen the ticket and notify the support team.
Best Practices
Bookmark your Help Center portal for quick access.
Reply in the portal, not in email, to ensure proper logging.
If you’re unsure whether your message went through, check the My requests section.
Only Supervisors or Admin-level users should submit requests on behalf of your organization. This helps ensure accuracy and tracking.
For clients in implementation, defer non-critical support to your assigned SME.