Support Center FAQ
Find quick answers to common questions about the Glean Support Center.
Frequently asked questions
The Support Center uses your Gleaniverse account. If you previously used 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 (One Time Password).
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 the legacy support portal 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.
Glean's AI support assistant will respond first to triage your request. If you're a Designated Support Contact, the assistant will hand off to a human support agent. For the fastest response, use the Support Center through the Gleaniverse.
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, and select Go to customer portal.