How to open a case (Ticket) in Gosocket Support?

Modified on Thu, 5 Feb at 9:42 PM

If you are having an issue with any of the products or services, or if you have a question that could not be resolved through the articles in the knowledge center, you may request assistance from the Support Team.

When a request is submitted, a ticket number will be assigned to you, allowing you to track the status of the case.

The available channels for opening a support case are:

1. Support Portal

You can open a support case using the form available in the Support Portal by accessing the following link, clicking on the "Request Help" (Solicitar Ayuda) button: https://gosocket-ayuda.freshdesk.com/es/support/tickets/new

You can choose the option that best fits your situation when creating your request:

Report a problem (Reportar un problema en Gosocket)
Submit a query or ask Gosocket (Hacer una consulta o pregunta sobre Gosocket)
Other reason (Otro tema relacionado con Gosocket)

If you or your company wish to track all the cases registered throughout time, it is recommended to Register in the Support Portal. Please note that the Support Portal uses a username and password that are different from those of the Gosocket Portal.

Note: If you already have access credentials and have logged into the portal to create a ticket for the Support department, you must click the “Request Assistance” (Solicita ayuda) button and follow the steps previously indicated.

2. Chat Bot within the Gosocket Portal

You can also open a support case from the Gosocket Portal. While using the portal, click the Help Bot button located in the bottom‑right corner.

This button will display the available help sections. Select the “Report an Incident” (Reporta un incidente) option. The Bot will request the necessary information required for creating your ticket.

At the end of the interaction with the Bot, it will assign you a ticket number, which will also be sent to the email address provided during the conversation.

Although it is not required to open a ticket, if you or your company wish to track all the cases registered throughout time, it is recommended to Register in the Support Portal. Please note that the Support Portal uses a username and password that are different from those of the Gosocket Portal.