What information to include in a support ticket
The gotomyerp support team receives dozens of tickets per day, and we always strive to address your problem as soon as possible.
When submitting a ticket, certain information is crucial to help you get to a resolution as fast as possible.
Emailing us from your registered email is crucial. For the security of your account, support requests from an unregistered email, will be denied, and referred to the authorized user on the account. Always makes sure to update your emails, in case that changes, to avoid delays in your support requests.
Though we are always happy to provide support, lacking information in the initial request will required additional interactions before our support team can get a full picture of the issue. Below, you will see a couple of examples of a bad ticket, and an example of a good ticket. Please take note of those, and try to mimic the recommended way, any time you need to submit ticket, in order to expedite receiving the needed help.
Bad Ticket Example:
Subject: I am unable to login.
Why this is not recommended
This information does not provide any guidance as to what you might be experiencing, or any details thereto.
Good Ticket Example:
Subject: Unable to login: receiving error message upon connection
Body: I am receiving an error message upon connecting to QuickBooks.
The error message is in the following screenshot:
I seem to be the only user having the problem. Everyone else in the office is logged in without a problem.
Why this is recommended
This ticket contains more information as it relates to the actual error you are receiving. It also gives us a starting point on troubleshooting your problem, and provide you additional troubleshooting steps.
What else should I know?
- Always make sure to submit a ticket from an authorized email address. For the security of your account, non-authorized email addresses will be denied support.
An authorized address is one that is registered with gotomyerp and is associated with your account. Additional alternate addresses can be added as well. Please consult with your authorized user on your account to add additional email addresses from the Onboarding Portal.
How to submit a ticket using the gotomyerp support portal
You can easily submit a ticket through the support by heading to the gotomyerp Support Portal. Once you submit a ticket, you will receive an invitation to sign up for the portal, so that you can track your open tickets with us. If you don't want to ...
Addressing "Remote Desktop Connection has stopped working" message
Problem: When launching a RemoteApp from the application portal, the following (or a similar window) pops up, and as a result the RemoteApp does not launch. Reason: This problem can be due to a number of reasons that are related to the workstation, ...
Who can submit support tickets?
We understand that your time is valuable, and when you have a problem, you need that addressed as soon as possible. On our part, it is our responsibility to maintain the security of your account, and for this reason, emailing us from your registered ...
Another user of your computer is currently using this connection. This user must disconnect before you can login.
If you were logged in to your workstation with a previous user. you might receive a message stating that another user is already logged in. To resolve, simply click on the Remote Desktop in your task tray on the bottom right of your screen, and ...
Cannot login to FileBridge after changing password
Problem: You change your password for one of the following reasons: You decided to change it yourself You received a notification of password expiration, and reset it as a result Your password expired, and you reset it using the Reset Password ...