Get assistance and guidance on the Graviti member portal

Write queries to the Graviti support team for swift assistance

Raise concerns and get assistance

The support query feature allows you to raise concerns and get assistance regarding your membership and the member portal. It ensures that you feel valued and supported, improving your overall experience with the system. The feature also provides insights on common issues that can inform improvements to the system and its services.

HOW DO I CREATE A QUERY?

To initiate the process of creating a query, click on the "Add" button.

When creating a query, the following details are required:

Category: Select the relevant category from the available drop-down menu.
Subject: Clearly specify the subject of your query.
Message: Provide a detailed explanation of your query.
Upload files: You can upload files in any format by either using the "Browse" button to select one or more files or by dragging and dropping the file(s) into the designated preview space below.

Please note that the "Upload" button will only appear after files have been selected.

After you have added all the relevant query details, click on the "Submit" button to save your query.

Once submitted, our support team will automatically receive and review your query.

HOW CAN I VIEW AND MONITOR THE QUERY RESPONSE UPDATES?

You can conveniently access all the queries that you have created through the main page of the "Queries" section. Additionally, you can monitor the status updates of the ongoing review process for your queries.

When viewing the main page, you will be able to see the following details:

Subject: The subject of your query.
Date created: The date when the query was created.
Status: The current status of the query, which can range from:
- New: Newly created queries that have not yet been reviewed
- Under review: Queries that are currently being reviewed,
- Resolved: Queries that have been resolved,
- Escalated: Queries that have been forwarded to higher authorities for resolution,
- Action: In the action button, the dropdown menu available differs according to the query's status.
  - For new queries, you have the option to:
    - View: View the query details
    - Attachments: View and upload files
    - Edit: Update the query details
    - Delete: Delete the query record
    - Reply: Communicate with the support team concerning your query.
  - For queries under review, resolved, or escalated, you have the options to
    - View: View the query details
    - Attachments: View and upload files
    - Reply: Communicate with the support team concerning your query as it is being reviewed.

Search button : the search button allows you to search for specific content or information within the page. This button works by allowing you to enter keywords related to your search, to retrieve relevant results. You can search using the query status or query subject.

NOTE: Once the status of your query gets update from “new’ to any available status, you will no longer have the option to delete the query.

To respond to your queries, simply click on the "Reply" button. To access the "Reply" section, select the "View" option that is displayed on the action dropdown menu of the relevant query.

Once the query is opened, scroll down to the bottom of the page until you see the "Reply" button and click on it. This will open a section below the "Reply" button.

Add your response to the designated field. You can also upload necessary files by using the relevant option. Once you have typed your response and uploaded any files as needed, click on the "Submit" button to save your reply. This will enable the support team to view and respond to your message from their end.

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