Frequently Asked Questions

How do I open a support ticket?
How do I check the status of my open support tickets?
What is the difference between a service request and a support ticket and how do I create one?
Can I access my Exchange Account via a web browser?
How do I set up my email account in Outlook?
Why can't I send email through mail.ggtai.com?
How do I check my email from my web browser?
How do I access my hosting account?
How do I open a trouble ticket?
What should I do if I stop receiving email but I can still surf the web?

Don't see the answer to a question that should be here? Let us know!

How do I open a support ticket?

Clients are able to open support tickets via the Intranet Portal or via the Support Home Page. Client accounts have to be enabled for support before being able to create a ticket. If you are a current client who has not been enabled for support please contact us.

How do I check the status and history of my open support tickets?

Support tickets can be viewed two ways: 1) through your 'My Account' page which is where your user account information is stored and 2) on the Client Intranet Portal. You will need to be logged in for either method to display the information you are looking for.

What is the difference between a service request and a support ticket and how do create one?

A support ticket should be created in the event of a currently installed solution is encountering an issue or you need help with serivces that have already been performed. Create a service request when you are looking to engage us in something new. You can create a new service request form by clicking here and we will contact you very quickly.

Can I access my Exchange Account via a web browser?

Yes, users can access their Exchange account via the web by visiting http://exch.ggtai.com . You will need your username (your email address) and your password in order to gain access. If you encounter problems please submit a support ticket via the support or your client home page. http://www.ggtai.com/support (you will need to log into the site in order to submit a ticket. If you don't have your account info please contact us.)

How do I set up my email account in Outlook?

Setting up an email account will vary depending upon which version of Outlook you are running. For a detailed tutorial on how to administer email accounts in your respective version of Outlook please visit this appropriate link:

Outlook Express 5 & 6
Outlook 2003
Outlook 2007

For the purposes of this FAQ it will be assumed users know how to access their email account setup and are familiar with setting up email accounts. Please see the referenced email setup giudes for step by step instructions and keep in mind the following:

- You should always use SSL connections whenever possible. An SSL connection keeps your username and password secret by encrypting the connection between your client software (Outlook) and Golden Gate's email server.

- Outgoing mail server requires authentication

- SSL coonnections are set up on the "Advanced Tab" under "more settings" in Outlook.

Mail Server Username: name@domain.com (jane@doe.com)
Mail Servver Password: your password

Golden Gate Technology E-Mail Server Settings
Incoming Mail Server (POP3) mail.ggtai.com Port: 110 (default)  
Incoming Mail Server SSL (POP3S) mail.ggtai.com Port 995  
Outgoing Mail Server (SMTP) mail.ggtai.com Port 587

(server requires authentication)

Outgoing Mail Server (SMTPS) mail.ggtai.com Port 465 (server requires authentication)
IMAP Mail Server Name (IMAP) mail.ggtai.com Port 143  
IMAP Mail Server Name (IMAPS) mail.ggtai.com Port 993  

 

Why can't I send e-mail through mail.ggtai.com?

Due to the the rise in SPAM (unsolicited, junk e-mail) some Internet Service Providers (ISPs) restrict users from sending e-mail through a server that resides outside their network. This is known as "mail relaying" and is how most SPAM is sent.

What does this mean? It means that users have to designate their ISP's outgoing (SMTP) mail server in their account settings order to send e-mail.

Clarification by way of example:

Incoming Mail Server: mail.ggtai.com
Outgoing Mail Server: smtp.att.yahoo.com port 465

Please remember Outgoing Server Require Authentication and enter the AT&T usrname and password.

Some ISPs known to prevent "e-mail relay":

AT&T Yahoo (Formerly SBC)
Comcast
Cox
Charter

How do I check my email from my web browser?

Point your web browser to http://www.ggtai.com/content/webmail . Your username is your email address and if you don't know what your password is please contact support.

How do I access my hosting account?

Point your web browser to https://secure.ggtai.com:2083/

How do I open a trouble ticket?

Users must be registered in order to submit support tickets. If you are a client and have not been enabled to submit support tickets please contact us. Support tickets are tracked according to client. Ticket status, updates and comments are all displayed in your user account dashboard. If you are not a client and need to contact us please use our contact form.

What should I do if I stop receiving email but I can still surf the web?

Our mail servers are protected from outside attacks from hackers by blocking users who fail to log in more than 10 times. If this happens please submit a support ticket and include your IP address. We will remove your IP from the blocked IP list. How do you determine your IP? It's easy. Visit www.whatismyip.com. The site will return your IP address. Copy the address and include it in the support ticket submission.