Get Support

We highly recommend that customers submit support requests via the GRAX Application by clicking Get Support on the left hand side navigation menu of the GRAX Application. This streamlines your support requests so that our support team can effectively monitor, prioritize, and address your questions according to the details captured on the form and not an unstructured email. In combination with Session Monitoring, our teams have quicker and better insight into your support request while reducing the need to send multiple emails as we collect details of your request.

Submit a New Ticket

Click the Get Support tab on the GRAX Application then select the Enable Diagnostic Reporting option to record GRAX Application sessions. You can now record the steps you take to recreate the issue. This allows a detailed recreation of GRAX Application issues without the need to get on a call with GRAX Support. You can also manually enable session recordings by going to the Setting Tab and click Enable for 90 Minutes link on the Record Session Activity/Content for GRAX Support section.

Once you have recorded the steps to reproduced the issue, navigate back to and click the Get Support tab again to end the recording session and submit the support request.

If you've finished your recording session or have a different issue, click here to summit the new support request.

Your support request is submitted and awaiting acknowledgement. A GRAX Support representative reviews your request as soon as possible and provides a first response. A first response to support issues must be sent within the applicable SLA time frame. In this context, a First Response means an acknowledgment to you that the support request has been received by the support team. See Application Support SLAs

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NOTE:

The recorded sessions cannot be seen within the GRAX Application and are accessible by GRAX engineers only.

Find Your GRAX Version

There are two different versions used to describe any given GRAX environment. First, the GRAX backend/Application version identifies the code running in the environment. Second, the GRAX Managed Package has its own versioning within the Salesforce release system. Finding these version numbers can prove critical to the GRAX support process. Here's how you can do that.

GRAX Backend / Application Version

Finding the version of your GRAX is simple, as it's displayed on every Application page.

If you're not logged in, navigate to https://[yourgraxappdomain]/web and look below the login form:

If logged in, navigate to any major page in the GRAX Application, and look in the bottom left corner:

GRAX Managed Package Version

Salesforce has great documentation on how to find information about your installed packages. To learn more, see their related documentation. When reporting the package version to GRAX, please send the Package Version value.

Grant GRAX Support Access to your Application

The GRAX Support Access feature allows Application access to be granted to GRAX support personnel. This allows our team to view your application behavior and settings directly, reducing troubleshooting time and providing a faster solution.

To grant access to GRAX Support:

• Navigate to the Settings tab of the GRAX Application
• Expand the General Settings section
• Scroll down to the Allow GRAX Support Access section and click the pencil icon
• Choose how long you'd like access to be granted by selecting an option from the dropdown menu
• Click Save

This access can be revoked at any time by clicking the pencil icon, selecting Do not allow, and then clicking Save.