Ticket Portal Guide

• Table of Contents
• Signing In for the First Time
• Submitting a New Ticket
  • Option 1: Send an Email
  • Option 2: Use the Ticket Portal
  • Tips for Describing Issues Effectively

We use Zendesk to track support tickets. You can access the portal at:

https://support.greenarrowemail.com/tickets/

Log in using your email address and password.
If you haven’t signed in before, follow the steps below to set your password and activate your account.

From the support portal, you can:

• View all tickets you’ve submitted.
• View any tickets you’ve been added to.
• Submit new support requests.

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Signing In for the First Time

To sign in for the first time, you’ll need to set a password for your email address.

1. Go to the Ticket Portal

2. Click “Reset password” under the login form.

   

3. Enter your email address on the next screen, then click “Submit”.

   

4. You will receive an email from Zendesk with a link to set your password.

   

5. Click the “Set a new password” link in the email.
   On the password reset page, enter your new password and click “Submit”.

   

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Submitting a New Ticket

Option 1: Send an Email

The easiest way to create a ticket is to email us at:

Zendesk will automatically create a ticket and send a confirmation to your email.

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Option 2: Use the Ticket Portal

You can also submit a ticket directly through the web portal:

• Go to https://support.greenarrowemail.com/tickets/new
  or
  Visit the Ticket Portal and click “Submit a request” at the top.

  

Fill out the form as shown below:

1. Describe the issue clearly in the description field.
2. Enter a concise subject.
3. Optionally:
   • Upload screenshots, logs, or other files that might help.
   • Add colleagues to the ticket to keep them in the loop.

   

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Tips for Describing Issues Effectively

To help you troubleshoot more effectively and get the most useful guidance from us, please include as much relevant detail as possible in your ticket. A clear, detailed report makes it easier for us to understand your system and offer faster support that is more targeted to the issue you are working on.

Please include in the ticket:

• What were you trying to do?

  Describe what were you trying to accomplish, which specific steps you followed, and where in the process the steps failed.

  What the outcome was and how it differed from what you expected.

  If you were following instructions from our documentation please include a link to the page or section of our documentation that you were referencing. Add any relevant logs or screenshots.

• What troubleshooting have you done so far?

  Briefly describe any steps that you have already tried to identify or resolve the problem, and what the results were.

• It is very helpful:

  • Include screenshots, error logs, or affected message headers.
  • Include links to the documentation that you were using if applicable.
  • Let us know if the issue is intermittent or consistently reproducible.

The more context you can provide, the faster we can help.