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Here is the process that we follow to resolve your service ticket

When you email us at, call, or create a support request from the Grace Global Support Portal, several things happen:

  1. Automatic Acknowledgment
    You get an automatic acknowledgment that your request has been received and logged.

  2. New Service Ticket
    A new service ticket is generated with a ticket number that can be used to track your request via the Customer Portal.

  3. Ticket Processing
    Once the ticket has been created, we then process it to evaluate the best resource(s) to handle the question or issue.

  4. Email Response
    You will receive an email directly from a resource as they begin working your request, followed by a either a phone call, Rescue session, or instructional email to discuss.

  5. Automatic Updates
    The system automatically updates you on the progress or status of the work according to the workflow rules we have set up.

Two special requests to you:

  1. Related Ticket Responses
    If a ticket has been generated and you want to respond or update us about the same issue, please reply to the email notification you receive, rather than creating a new email. This allows the system to keep all correspondence related to your issue in the same ticket.

  2. Unrelated Ticket Responses
    If you need to notify us of an unrelated problem, please send a NEW email to and do not reply to an existing case or ticket email.

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