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How to submit a ticket using the “Contact Us” form in the Customer Portal?

The Contact Us form in the GreenLink Customer Portal allows you to quickly submit support requests to the appropriate department while providing our team with the information needed to assist you efficiently.

This guide walks you through how to submit a ticket using the Customer Portal.

Step 1 — Log In to the Customer Portal

Log in to the GreenLink Customer Portal using your username and password.

Once logged in, navigate to your Dashboard and click the Contact Us option located in the top-right corner of the page.

  

Step 2 — Review Your Contact Information

The form is divided into two sections.

The first section is the Contact Information box.

This area will automatically populate with the information associated with the Customer Portal user currently logged in and submitting the request.

This helps speed up the request process and ensures our team knows who to contact regarding updates, follow-ups, and ticket resolution.

Step 3 — Complete the Request Details

The second section, Let’s Go Over Some Details, is where you provide information about the assistance you need.

Select the Appropriate Team

Using the dropdown menu, select the department related to your request:

  • Customer Service
  • Billing
  • Porting

      Step 4 — Select the Reason for Your Request

      After selecting a department, choose the reason that best matches your request.

      Customer Service Options

      • I am experiencing a service outage
      • I am experiencing a call origination/termination issue
      • I am experiencing call quality issues
      • I am experiencing portal issues
      • I have a hardware request
      • I have a question
      • I need partner support
      • I need to add/change something
      • I want to cancel my GreenLink account
      • I have a billing request
      • I need to bring an existing phone number into my GreenLink account

                        Billing Option

                        • I have a billing request

                        Porting Option

                        • I need to bring an existing phone number into my GreenLink account

                        Based on your selection, additional options may appear to help further define your request.

                          

                        Step 5 — Add a Summary

                        In the Summary field, enter a short description of your request.

                        Examples:

                        • “I want to add a new employee with a softphone-only extension.”
                        • “I cannot make or receive calls from my extension.”

                            This helps our Service Team quickly identify the nature of the issue.

                            Step 6 — Provide a Detailed Description

                            In the Detailed Description of the Assistance Needed section, provide as much information as possible about your request or issue.

                            The more details you include, the faster and more accurately our team can assist you.

                            Example — Call Quality Issue

                            “I was on a call today from extension 123 and experienced intermittent audio and static during the entire call. I was speaking with extension 122 internally, and they could hear me properly, so the issue appeared to be on my side only. Later, the issue also happened with other internal extensions, but not when calling external numbers.”

                            Example — New Extension Request

                            “I need a new extension created for user Jane Doe. Her email is jdoe@testcompany.com, and the extension number should be 145. I will be purchasing a T57W phone, and I need the extension added to the Main Reception queue. I would also like the 3-year extension term option.”

                            Step 7 — Submit the Ticket

                            Once all required fields are completed, click SUBMIT to send your request to the GreenLink team.

                            After submission, you will receive a confirmation email containing your ticket information at the email address associated with your Customer Portal account.

                            Using the Contact Us form helps ensure your request is routed to the correct department quickly and provides our Service Team with the information needed to assist you as efficiently as possible.