Most tickets are answered by your own organisation. When something is genuinely a Gorilla Dash problem rather than a question about how your business works, the ticket can be escalated to Gorilla Dash support with its whole history attached.
When to escalate
| Escalate | Answer yourself |
|---|---|
| Something in the product is behaving wrongly. | How your business wants something done. |
| A screen errors or will not load. | A user needs access or a permission. |
| Data looks wrong and you cannot explain it. | Someone needs showing where a feature is. |
| An integration has stopped. | A campaign or a price needs changing. |
What to include
- What you have already checked. It stops the first reply repeating your own work.
- A specific example — the record, the tribe, roughly when.
- Whether it affects one person, one tribe, or everybody.
- A screenshot of any error.
The conversation so far travels with the ticket, so there is no need to summarise what was already said.
SAY WHAT IT IS COSTING