Page History

• Accessing the Portal
• Creating a Support Case
• Navigating the Portal
• Working with Support Cases
• Email Notifications
• Accessing the Knowledgebase

Accessing the Portal

All technical support, software upgrade, spare part, and RMA tickets are generated and maintained via the online GTS portal.
The portal can be accessed directly from the Aerotech website below:

https://www.aerotech.com/global-tech-support/

By clicking Log In to GTS Portal, you will be redirected to the GTS Portal Login page as seen below.

You can then login, recover your password, or create an account.

Creating a Support Case

1. Log into the Global Technical Support Service Desk. This is the recommended option.

   Request Type	Description
   Technical Support	Request additional product information or assistance troubleshooting a product
   Software Upgrades	Request assistance with software license activations, software upgrades, or license extensions.
   Spare/Replacement Parts	Request a quote for spare or replacement parts.
   RMA Request for Repairs	Obtain a Return Material Authorization Number.

   |

2. Email support@aerotech.com to automatically create a case in the portal.

Navigating the Portal

Once a case has been created, it will be issued a GTSE (Global Technical Support External) number (ex. GTSE-12345).

• The email address or account that created the case is called the reporter.
• The case can be shared with additional email addresses or accounts and these are known as case participants.

To view all cases from the portal for which you are the reporter, scroll down on the main page immediately after logging in until you see My Requests.

To view all open cases for which you are a reporter or a participant, click on your profile picture and select My Requests.

To view all cases, open or resolved, for which you have access, click on your profile picture and select All Requests.

This will bring up additional fields by which GTSE cases can be filtered.

Working with Support Cases

When a case is first created, it will look something like this in the GTS portal:

• A. The status of the case is shown in the top right.
  • Waiting for Support – pending a comment from Aerotech
  • Waiting for Customer – pending a comment from the customer
  • Paused – a case may be paused for several reasons, or pending information that will take longer than the standard 24 hr response time
  • Resolved – the issue/case has been resolved
• B. Use the comment field to enter a comment on the case.
  • To attach a file to the case, click on the paperclip icon in the comment field.
• C. The creator/reporter of the case and all participants the case is shared with.
• D. Use the Share button to add participants to the case.
• E. Use the Resolve button to change the status to Resolved.
  
  

After a case is resolved, you may receive a customer satisfaction survey via email.

Clicking on a star rating will redirect to a webpage where customer feedback can be left for that case.

Email Notifications

The GTS portal will send notifications of actions taken in a support case, such as comments made, over email. Email notifications will be sent individually to the reporter/creator of the case and all participants at the same time. Note that this means that all participants on the case will receive email notifications, however they will not be cc'd on the email notifications themselves.

To opt out of receiving notifications over email, log in to the GTS portal and click "Don't notify me" on the respective GTSE support case.

Accessing the Knowledgebase

The GTS Knowledgebase contains examples, documentation, and troubleshooting articles that go beyond existing help files and manuals to solve common problems and known issues quicker. 

To access the Knowledgebase from the GTS Portal, simply log in and type "knowledgebase" into the search bar.

The Knowledgebase is divided into three separate sections:

• How-To articles walk through a process or configuration.
• Programming Examples provide examples that are not in the standard software help files.
• Troubleshooting articles include troubleshooting steps for common issues and solutions for known problems.

The GTS Portal will also suggest Knowledgebase articles when creating a support case that may be related based on the case description. Knowledgebase articles can only be viewed by users logged into the portal.

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