Frequently Asked Questions
How do I open a support ticket?
Don't see the answer to a question that should be here? Let us know!
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.
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.
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.
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.)
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:
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.
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
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)
Point your web browser to https://secure.ggtai.com:2083/
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.
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.