Managing your Support Tickets

What are Support Tickets?

Support Tickets are a paid for option for further support of your Genius Hub system. For an optional one-off fee, you can get text support from Genius Hub technical staff. This does not affect the free 3-months phone assistance you receive when you purchase a Genius Hub. For more information or to purchase a Support Ticket, see here.

How to access your Support Ticket

• Login to your order account at: https://www.geniushub.co.uk/my-account/
  • If you do not know your login details:
    • The email address is the one where the Support Ticker notification was received.
    • The password can be reset by clicking the Lost your password? link underneath the password field.
• Select 'My Tickets' on the left hand side.
• On the new page, all tickets will be shown.

• Each Support Ticket can have a single status at any point. The possible statuses are:

  • New: Ticket has been created, but no information has been provided. Customer to action.
  • Awaiting Customer Reply: Information has been added by an agent. Customer to action.
  • Awaiting Agent Reply: A response has been made by the customer. Agent to action.
  • Under Investigation: This ticket has been escalated and a deeper investigation is taking place. Agent to action.
  • Closed: No further action possible for this ticket.

How to provide information or reply to a Support Ticket

• Access the button, using the above.
• Click on the relevant ticket.
• Type in the text box underneath the 'Ticket Details' section. Files can be attached, such as screenshots or photos of devices.