How to use the Help Desk Feature

While the orange chatbot pop-up window is a typical customer support system facilitated by our CRM suite, the help desk is its own separate feature. The help desk is used for refunds and account issues. It has its own queue, and therefore we respond to cases raised here far more quickly.

The Help Desk feature can be found on the left-hand side of the home page, a grey rounded box labelled Help Desk. Once you have clicked Help Desk you will see two options pop up on your screen. Check Ticket Status and Raise a case. Check ticket status allows you to check the progress/status of an ongoing issue or case. This could be a KYC check, an issue with a locked account, or any other case that may have been raised pertaining to your account. Clicking Raise a Case allows you to create a new case.

Raising a Case

Raising a case is really simple. Click Raise a Case, and you will immediately be taken to the Raise a Case page. First, select the topic of your case. At the time of writing this, the three topics were Locked accounts, Order Issues, and Other issues. Beyond that, there are two cases that are raised automatically when you create an account that requires KYC (Organiser account) or when you request a refund. You can see our other posts regarding this for information.

Once you have selected the topic, you will be prompted to fill in the description box. This should include anything you think could be important or relevant. This is your chance to provide as much information as possible to help the customer support representative helping you address your issue as fast as possible. The more information you provide in the initial message here the less likely it is that we will need to start a back-and-forth conversation with you to help facilitate a solution.

Below the description, there is an option for file upload. This is for you to be able to attach any supporting documents that might come in handy. For example, a screenshot of the email including your tickets, your booking receipt, etc. Keep in mind that any inappropriate images shared with the support team via the attach files function will result in your account being suspended and your tickets for any upcoming events may be withheld without refund.

Below the attach files option you will be prompted to include your full name, email address, and mobile number. Please bear in mind that you will need to use the same name, email, and mobile number as the account you are raising a case for. Failing to do so will most likely result in us being unable to attend to your issue.

Checking Case Status

Checking the status of a case is equally easy. You will be prompted to input the case number, which will be found in the email you receive pertaining to your case. Whether that is a refund, KYC check, or any other issue. This can be easily copied and pasted across. Below that, you will be required to include your email address. Once both of these details have been filled out you can submit your request to check the status of your case. If the information you have provided matches up and is valid you will immediately see a pop-up that gives you a breakdown of your case ID, your case type, the status of your case when it was submitted, and your contact information. You will also be able to see any comments left by the admins regarding your case and you will also be able to leave your own comments for the admin assigned to your case. If you have any extra information, this is the place to share it. However, if you want to chat to someone about your case the best way to do so is to email us directly or message the chatbot which will allow you to enter a live chat with a member of our team. 

How long do cases take?

It truly depends on the nature and complexity of your case. If your account was locked because you failed to enter your password too many times, and we can verify that you are who you say you are, then it could be resolved in a matter of minutes. Ticket refunds can be handled pretty quickly in most cases, though sometimes we do need to explore the reasoning behind the refund. KYC cases can take the longest, as long as 48 hours in some cases. However, you can rest assured that most of the time your case will be resolved within the same day you raised it. If you have any questions about your case and what the hold-up might be you can of course get in touch via email or via the orange chatbot window on the Gighabit homepage. 

Can I appeal a decision?

You can. We always consider the thoughts and feelings of the users of our platform. However, it is totally at the discretion of our support team whether or not to accept your appeal. Their decision is final.