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.

Important

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.

Conversations vs. tickets

The new 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.

tip

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

1. Sign in to the Gleaniverse.
2. Select Send us a message to begin a conversation with Glean's support assistant.
3. Describe your question or issue. The assistant will help triage your request and connect you with the right resources.

You can view your past conversations at any time by opening the support widget and selecting your conversation history.

Create a support ticket

If you are a Designated Support Contact and need to formally track an issue:

1. Sign in to the Gleaniverse.
2. Open the support widget in the bottom-right corner of the page.
3. Select Create a ticket.
4. 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.

note

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 tickets

If you are a Designated Support Contact, you can view all support tickets submitted by anyone in your company. To do this, open the support widget from Gleaniverse, look for the banner at the top of the Tickets section that reads Looking for your company's tickets? Go to customer portal and select it.

Important

You must access the customer portal through the link inside the support widget. Do not 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, go to Tickets, and then select Go to customer portal.

FAQ

The Support Center uses your Gleaniverse account. If you previously used Zendesk or the legacy support portal, those credentials were not migrated. Visit community.glean.com to create a new account.

Make sure you are signed in to the Gleaniverse before accessing the Support Center. Once signed in, your information is passed to the ticketing system automatically and you should not need to enter an OTP.

The Tickets section only appears after you create your first support ticket. If you are a Designated Support Contact and still do not see it, try refreshing the page or signing out and back in to the Gleaniverse.

Historical ticket data from Zendesk is being migrated. If you need to reference a previous ticket, contact your Customer Success Manager or email help@glean.com.

Ticket creation is available to Designated Support Contacts as defined in the Glean Support Agreement. All other users can start conversations with support or reach out to their Glean Administrator to submit a ticket on their behalf.

The customer portal requires authentication through the Gleaniverse. If you navigate directly to ticket.glean.com, the portal cannot verify your identity. Always start from Gleaniverse, open the support widget, go to Tickets, and select Go to customer portal.