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Galene.AI Support

Galene.AI Support gives administrators direct access to the Galene.AI technical team for platform bugs, feature requests, and licensing issues.

Admin Access Required

This section is exclusively available to platform administrators.

Support Overview

For an overview of both support systems, see the Support Overview.

Accessing the Dashboard​

Navigate to Support → Galene.AI Support in the left sidebar. The dashboard shows all your tickets with status (Open, In Progress, Closed), priority, category, and last updated date.

Creating a Ticket​

There are two ways to open a Galene.AI support ticket:

Direct Creation​

Use this when you identify a platform-level issue yourself.

  1. Navigate to Support → Galene.AI Support
  2. Click Create New Ticket
  3. Fill in the form and submit

Ticket fields:

FieldDescription
CategoryTechnical Issue, Feature Request, Account Management, or Other
TitleClear, concise summary of the issue
DescriptionWhat happened, steps to reproduce, error messages, and impact
PriorityLow / Medium / High / Critical
AttachmentsFiles or screenshots added via the attachment icon

Escalation from Internal Support​

Use this when a user reports an issue through Internal Support that turns out to be a platform bug or requires Galene.AI's expertise.

  1. Open the Internal Support ticket
  2. Click Escalate to Galene.AI
  3. Add your investigation notes
  4. The ticket — including user context and conversation history — is automatically forwarded to the Galene.AI team

A link is maintained between the internal ticket and the Galene.AI ticket so you can track both.

When to Use Galene.AI Support​

Use Galene.AI Support for:

  • Platform bugs — features that don't work as expected, errors, broken functionality
  • Feature requests — new capabilities or improvements to existing features
  • Licensing issues — activation problems, incorrect limits, billing discrepancies

Do not use it for configuration questions or general usage guidance — check the documentation first.

Communication​

The support system is asynchronous. The Galene.AI team responds during business hours (Monday–Friday, 9 AM–6 PM CET). Multiple administrators can participate in the same ticket.

Only the Galene.AI team can update ticket status. You can always add information via replies.

Next Steps​