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Opening a Support Case

If you need a hand with your monitoring, billing, or an integration, open a support case from the portal. Cases keep the whole conversation in one place, every member of your account can see and reply to them, and you can work a case from the portal or from your email inbox.

From the Portal​

Click the ? icon in the top-right of the portal, or go to Support Cases, and click Create Case.

  • Subject - a short summary of the problem, e.g. "Host listed on Spamhaus but no alert".
  • Priority - how urgent this is for you. Use Urgent for an outage or a listing that is affecting your mail delivery right now.
  • Message - what you expected, what happened instead, and when. Include the host, monitor, or contact involved and any error text you saw. The more detail you give, the faster we can help.
  • Attachments - up to 5 files of 5 MB each. Screenshots, PDFs, text, CSV, JSON and zip files are accepted; drop them anywhere on the form or click Attach Files.

When you submit the case we email you a confirmation with the case reference (GL- followed by eight characters), and our team is notified.

By Email​

You can also open a case by emailing support@generatorlabs.com from the address you log in to the portal with. We reply with the case reference, and the case appears in the portal like any other.

If you write from an address that isn't a member of your account, we'll still receive the case; it will be linked to your account once our team has confirmed who it belongs to.

Replying​

Every reply from our team is posted on the case in the portal and sent to you by email. To respond, either reply on the case in the portal or simply reply to the email: an email reply is added to the case as if you had typed it in the portal, attachments included.

Case Status​

StatusMeaning
OpenThe case is with us; we're working on it.
Awaiting CustomerWe've replied and are waiting on you. A case left in this state for 14 days is closed automatically.
ClosedThe case is finished. Adding a reply, or clicking Reopen Case, reopens it.

Who Can See a Case​

All members of your account, whatever their role, can see and reply to every case on the account, so a colleague can pick up a conversation you started.