Using the Glean Support Center
Glean has launched a new support experience. This guide walks you through how to sign in, interact with support, and manage your requests.
You must sign in to Gleaniverse to access the Support Center. Previous logins from Zendesk or the legacy support portal were not migrated. You will need to create a new Gleaniverse account if you have not already done so.
Signing in
Access the Glean Support Center through Gleaniverse. Your Gleaniverse login is used to authenticate you with the support system. Once signed in, your information is automatically passed to the ticketing portal so you do not need to enter a one-time passcode (OTP) or re-authenticate.
Where to find support
After you sign in, the Support Center page shows two entry points: Ask Query in the top navigation bar, and the support widget in the bottom-right corner of the page.
Before opening a ticket, try these self-service options:
- Search Glean Docs for quick answers.
- Select Ask Query in the navigation bar to chat with Glean's AI assistant.
- Check for known issues.
Conversations vs. tickets
The support experience distinguishes between conversations and tickets. Understanding the difference helps you choose the right path for your request.
Conversations
Start a conversation to ask a question or get quick help from Glean's support assistant. Conversations are available to all users and are the best starting point for most requests. Think of a conversation as chatting with support — you are not filing a formal ticket.
Tickets
Create a support ticket for issues that require formal tracking, follow-up, or escalation. Ticket creation is available to designated support contacts as defined in the Glean Support Agreement. Tickets are best for bug reports, outages, and requests that need a documented resolution.
Not sure which to use? Start with a conversation. If the issue needs to be escalated, support can convert it into a ticket.
Starting a conversation
Open the support widget
Sign in to the Gleaniverse and select the support widget in the bottom-right corner of the page.
Select Send us a message
Choose Send us a message to begin a conversation with Glean's support assistant.
Describe your issue
The assistant helps triage your request and connect you with the right resources. If the assistant can't resolve your issue, it guides you through submitting a support ticket.
You can view your past conversations at any time by opening the support widget and selecting Messages.
Create a support ticket
If you are a Designated Support Contact and need to formally track an issue:
Open the support widget
Sign in to the Gleaniverse and select the support widget in the bottom-right corner of the page.
Select Create a ticket
Choose Create a ticket from the support widget home screen.
Fill out the ticket form
Follow the prompts to describe your issue, select a priority level, and submit.
For guidance on what to include in your ticket, see Raising a Support Ticket.
View your ticket history
After you create your first ticket, a Tickets section appears in the support widget. This section lets you view the status and history of your support tickets.
The Tickets section only appears after you have created your first ticket. If you do not see it, you may not have submitted a ticket yet, or ticket creation may not be available for your account.
View all company conversations and tickets
If you are a designated support contact, you can view all support conversations and tickets submitted by anyone in your company through the customer portal.
To access the customer portal, open the support widget from Gleaniverse and look for the Go to customer portal banner. This banner appears at the top of both the Messages and Tickets sections of the support widget.
Once in the customer portal, use the dropdown at the top of the page to switch between Conversations and Tickets.
You must access the customer portal through the link inside the support widget. Don't bookmark or navigate directly to ticket.glean.com — the portal will not recognize your identity unless you go through the authenticated Gleaniverse path. Always start from Gleaniverse, open the support widget, and select Go to customer portal.
Feature requests and product feedback
To submit a feature request or product feedback, visit the Feedback and Ideas board in the Gleaniverse. You can create a post to share your idea with the Glean community and product team.
Email support
You can also reach Glean Support by emailing help@glean.com. When you send an email, Glean's AI support assistant responds first to help triage your request, answer common questions, and point you to relevant resources.
If you are a Designated Support Contact as defined in the Glean Support Agreement, the assistant will hand off your request to a human support agent for further assistance. Nondesignated contacts will receive AI-assisted responses and can be directed to the Support Center for additional help.
For the fastest response, use the Support Center through the Gleaniverse. Email support follows the same triage process, but the interactive chat experience allows for quicker back-and-forth with the support assistant.