The TerraGo Support Center is your one-stop shop for user guides, troubleshooting, and contacting our support team. This article will guide you through creating an account, submitting tickets, and managing your support requests.

1. Getting Started: Access & Login

Navigate to: support.terragotech.com

Creating Your Account

Depending on your project setup, your account may have been created for you, or you may need to sign up manually.

• If Support Created Your User:
  1. Locate the welcome email from TerraGo Support.
  2. Click the Create a Password link inside the email.
  3. Enter your desired password and click Set Password. You are now logged in.
• If You Are Creating Your Own Account:
  1. Click Sign In at the top right corner of the page.
  2. Click Sign Up (next to "New to TerraGo Support?").
  3. Enter your Full Name and Email Address.
  4. Check your email inbox for a verification link to create your password.

Logging In

1. Click Sign In at the top right corner.
2. Enter your email address and password.

2. How to Submit a Support Request

While we recommend searching the Knowledge Base first for immediate answers, you can easily submit a ticket if you need help.

Method A: Via the Web Portal (Preferred)

1. Click Submit a Request at the top right of the page.

   
2. CCs: Add the email addresses of any colleagues who need to be looped in.
3. Subject: Provide a brief summary of the issue. 
   Tip: As you type, suggested articles will appear. Check these to see if they solve your problem instantly!
4. Description: Provide as much detail as possible, including:
   • Steps to reproduce the issue.
   • Error messages received.
   • What you were doing when the issue occurred.
5. Priority & Severity: Select the appropriate levels based on the definitions below:
   • Severity 1: System is non-operational; no users can access the system.
   • Severity 2: System is operational with limitations; minimal business impact.
   • Severity 3: Moderate impact; system is usable but with non-critical functional limitations.
   • Severity 4: Minor impact (e.g., documentation errors, cosmetic issues).
6. Attachments: Drag and drop screenshots, log files, or videos into the attachment area.
7. Click Submit.

Method B: Via Email

If you cannot access the portal, you may email us directly. A ticket will be automatically created.

• To: support@terragotech.com (or your specific project email)
• Subject: Brief summary of the issue.
• Body: Include the same details required in the web form (Steps to reproduce, error messages, severity).
• Attachments: Attach any relevant screenshots or logs.

3. Viewing & Managing Your Requests

You can track the status of your tickets directly in the Support Center.

1. Click your Profile Icon in the upper right corner.

2. Select Requests.

   
3. Choose the appropriate tab:
   • Requests: Tickets you submitted.
   • Requests I am CC'd on: Tickets where you were copied.
   • Organizational Requests: Tickets submitted by colleagues in your organization.

Updating a Ticket

Click on the Subject line of any ticket to view the conversation history.

• Add to Conversation: Type a new message, attach new files, or add CCs.
• Mark as Solved: If the issue is resolved, you may see an option to mark the ticket as closed.

Filtering & Sorting

Use the filter bar above your ticket list to organize your view.

• Search: Find specific tickets by keyword.
• Filter: Sort by Status (Open, Solved, etc.).
• Columns: Click the ellipses (...) to customize which columns are visible.

Coming Soon