Ticket not found in your Organization’s support dashboard

If a ticket number can’t be found in your Organization’s support dashboard, it may have been submitted to the wrong queue.

Why this happens

Tickets only appear in the queue they were submitted to:

• Tickets sent directly to Gorilla Dash Support do not appear in an Organization’s dashboard. They show under the submitter’s My Support Tickets when they log in.
• An Organization can only see tickets that were submitted to their Organization’s Support team.
• Tickets are tied to the exact From email address used to submit them. If someone on your team emailed Support from a personal address or alias instead of your shared mailbox, the ticket will not appear under the shared address in your Organization’s ticket view.

Make tickets visible to your Organization

When you want your Organization to track a ticket, submit it to your Organization’s Support team (not to Gorilla Dash Support).

Can’t find a specific ticket?

• Ask the submitter to check their My Support Tickets view after logging in.
• If a ticket number still can’t be located, provide a screenshot of the submission confirmation or ticket page to help Support identify where it was submitted.

If you used a different email address or alias

• Ask the sender which address they used and sign in with that address to check My Support Tickets.
• Alternatively, reply to the ticket email from the same address to continue the thread.
• If you need help locating it, provide Support the exact From address used and the approximate send time so we can find the ticket.