Getting Help
Escalating a ticket to Gorilla Dash
When a ticket is beyond your own support team, how escalation works, and what to include so it is not sent back.
Last updated September 2, 2026
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
Urgency is judged on impact. "One rep cannot see their leads" and "no tribe can take an order" get very different responses, and only you know which of them you are looking at — so say it plainly.