How to submit a ticket in the Helpdesk

How to submit a ticket in the Helpdesk

Where our Client Support Knowledge Base does not quite hold the answers you need or you require actions from us, you can submit a ticket to our Client Support team.

1. Use the link here, click the 'Submit a ticket' button found at the bottom of every page, or use the 'Add ticket' button found in the "My Tickets" area:




2. Complete the webform, choosing a category, adding a subject and detailing your request:


3. Attach any supporting documents/images.



4. Submit the ticket.



5. Once submitted, a member of the Client Support team will review the request. You can monitor progress of your tickets in the "My Ticket" area.

    • Related Articles

    • Integration: Zendesk and Freshdesk

      The Hub has built-in task management. But what if you already use Zendesk or Freshdesk to manage customer support tickets? We have an integration that enables the creation of a ticket in your Zendesk or Freshdesk account in the name/email of the ...
    • How to: integrate Just Eat reviews

      View your Just Eat ratings and comments in The Hub, alongside your wider guest experience data. What are the benefits? Streamline your processes Using HGEM’s Hub, a user can view their Just Eat data, alongside guest feedback from multiple sources ...
    • Submitting and Approving Appeals in the Hub

      1. In the Inbox, choose the audit you want to appeal. 2. Click "Appeals" 3. Select an approver from the dropdown. 4. Choose the questions you want to appeal. 5. Add the appeal reason in comment box and post the comment. 6. Add any attachments as ...
    • Survey feature: languages

      If you would like to capture feedback in different languages, for example if you have sites in different countries or lots of international guests, we can add translations and a language picker to your feedback survey so that people can choose the ...
    • How to: integrate Uber Eats reviews

      View your Uber Eat ratings and comments in The Hub, alongside your wider guest experience data. What are the benefits? Streamline your processes Using HGEM’s Hub, a user can view their Uber Eats data, alongside guest feedback from multiple sources ...