Getting Started with the Gravitate Solutions Service Desk

We look forward to working with you on your organization’s needs.

To help you jump start your ability to use the Gravitate Solutions Service Desk, feel free to watch our instructional video on our Service Desk ticketing system.

Have more questions about the system? We’re here to help you! We’ve answered quite a few frequently asked questions below, but you’re also welcome to reach out to info@gravitatesolutions.com at any time.

How Do I Get Started?

For current clients:

If you are in the first phase of our roll out, you will automatically have an account created for you. If you haven’t already received an account validation email, you should be receiving one in the coming days. If you missed the email, please contact info@gravitatesolutions.com to have the validation resent.

Clients in our second phase of the offering will receive notification in the coming weeks.

For new clients:

You can get started with the Service desk by sending an email to experts@gravitatesolutions.com. Our ticket system will automatically create an account for you and send you a validation link. Use the validation link to confirm your account and update your profile. Please use your work email address so you can be linked to your organization’s account.

Once you’ve confirmed your account, you should be able to jump in and get started.

If you are brand new to Gravitate Solutions, a member of our Business Development team will follow up with you with more info on establishing a contract with us.

Four Ways to Submit a Service Desk Ticket:

Phone

703.579.6930 (Option 3)

Carrier Pigeon

Carrier Pigeon

Okay, maybe not this one. We’ve found they’re too difficult to train and they refuse to work in bad weather.

Frequently Asked Questions

Why Service Desk?

With the Gravitate Solutions Service Desk you will:

  • Receive faster response times from our most experienced Gravitate Solutions experts
  • Resolve smaller tasks quickly and efficiently with our one stop shop approach
  • Engage in self-service ticket management with comprehensive ticket history
  • Access a central repository for all issues, solutions, and conversations
  • Obtain more frequent status updates on your tickets and requests
  • Find answers to common questions with our knowledge base and developer tips
What services are covered under the Service Desk vs. with my Project Manager?

Whether you have an issue with functionality, a question for our analysts, or a new project request, any ticket you enter will automatically be routed to the group who can best help with your needs. Think of the Service Desk as your front door to all things Gravitate Solutions.

Items the Service Desk experts can help with include:

  • Troubleshooting netFORUM behavior (includes baseline or third party customizations)
  • Sharing efficient and accurate baseline procedures for accomplishing tasks in netFORUM
  • Assistance and consultation on data issues and database cleanup tasks
  • netFORUM admin assistance and consultation (including security groups, logins, server functions, and site configuration for premise-based clients)
  • Training requests
  • Ad hoc netFORUM requests to supplement existing staff or assist with complex tasks including mass renewals, event configuration consultation, marketing template enhancement, and query building
  • Minor toolkit modifications and cosmetic adjustments to existing modules and forms
  • Product questions and support
How do I get started?

Everyone is welcome to use the Service Desk, current and new clients alike. Anyone can visit experts.gravitatesolutions.com to learn more.

For current clients:

If you are in the first phase of our roll out, you will automatically have an account created for you. If you haven’t already received an account validation email, you should be receiving one in the coming days. If you missed the email, please contact info@gravitatesolutions.com to have the validation resent.

Clients in our second phase of the offering will receive notification in the coming weeks.

For new clients:

You can get started with the Service desk by sending an e-mail to experts@gravitatesolutions.com. Our ticket system will automatically create an account for you and send you a validation link. Use the validation link to confirm your account and update your profile. Please use your work email address so you can be linked to your organization’s account.

Once you’ve confirmed your account, you should be able to jump in and get started.

If you are brand new to Gravitate Solutions, a member of our Business Development team will follow up with you with more info on establishing a contract with us.

How do I submit a ticket?

There are four ways to submit a ticket:

Portal: experts.gravitatesolutions.com

Email: experts@gravitatesolutions.com

Phone: 571.357.6285

Carrier Pigeon: Okay, maybe not this one. We’ve found they’re too difficult to train and they refuse to work in bad weather.

What is the process for submitting a ticket?

Once you’re logged into the Service Desk, use the New Support Ticket link to start a new ticket.

Once the new ticket page displays, first identify your Issue Type, then select your request type. 

Here is a brief description of some of the netFORUM specific request types for more context:

Issue Investigation – We’re happy to investigate any issues with baseline features or custom functionality you would like assistance with.

New Project Request – Connect with our business analysts and project managers for consultation and estimates on your new projects.

Process Assistance – We can lend a helping hand with processing information or completing complex netFORUM tasks.

Training Requests – Want instruction on the proper operation and use of a baseline feature or related functionality in netFORUM? Great! We can help with that.

Select your netFORUM version, and what area is effected, and any other details you would like to provide. And there you have it, you’ve submitted your first ticket. Congrats!

How do I follow up with my ticket?

Login to experts.gravitatesolutions.com and head to Tickets in the navigation. Once there you can see the status of your specific tickets, or any of your organization’s tickets.

When Gravitate has resolved your ticket, and you’re satisfied with the result, you can close it. From there you will receive a short survey where you can provide feedback on how we helped you with your issue.

How do I tell you how great this process was? Or tell you that things were maybe a little less than great?

Shortly after your ticket is resolved and closed, you will receive a quick survey. Feel free to let us know if we did awesome, meh, or not good, and let us know how we can do a better job in the future.

For longer engagements, we’ll also send a more comprehensive (but short, promise!) survey after the project has closed.

What is the Gravitate Solutions Service Desk expert’s process once a ticket is entered?

netFORUM Service Desk Process

How much does the Gravitate Solutions Service Desk cost per hour?

Our current clients will be billed under existing contracts (as applicable). New clients will be contacted by the Business Development team to discuss contract needs.

If you have any questions about your current rate, please contact your Project Manager.

What is your service level agreement (SLA)?

We are in the process of completing our Service Level Agreement (SLA) and will add more information here as it becomes available.

See How We Can Help

We want to be a part of your success story!
Contact us today to find out how we can help take your organization to the next level.