Getting Help

The Gallium Console has a Help menu in the top bar, marked with a question mark. It holds two items: Documentation, which opens this site, and Get Support, which opens the panel you use to reach the Gallium team.

Open the Get Support Panel

Open the Help menu and select Get Support.

The panel opens on your Support Entitlement and the Response times that come with it, then lists the channels available to you and your support access status. Which channels appear depends on your entitlement, so the panel is the accurate answer to what you can use.

Start a Chat

The Console carries an in-app chat messenger that reaches the Gallium team. Start a conversation either way:

• Select Start Chat in the Get Support panel.
• Select the chat launcher, the small bubble in the corner of the page, which follows you around the Console.

Open with enough context that the team can pick the issue up without a round trip. Where it applies, give:

• Your organization: so the team can find the right environment.
• What you were trying to do: the task or workflow you were working through.
• Any error message you saw: the exact text.

If the panel reports that live chat cannot be reached, the messenger has been blocked before it loaded. A network policy or a browser extension is the usual cause. Retry on a different network or with extensions disabled, or email the team instead.

Email Support

When your entitlement includes email support, the Get Support panel lists an Email channel with the address to write to. Use it when chat is not convenient.

Grant Support Access

For an issue that needs the team inside your environment, grant temporary access instead of describing everything over chat. Access runs on a PIN that you create and can invalidate at any time.

1. In the Console, go to Settings > Support Access. The page is titled Manage Support Access.
2. Turn on Enable Support Access.
3. Select Update.

The page then shows a Support Pin and an Expires time. Give the PIN to the Gallium team. The PIN is the access: without it the team reaches nothing in your account, and with it they can read logs and run diagnostics on your deployments to investigate your issue. It stops working at the Expires time.

The Get Support panel also shows the PIN while one is active, so you can read it back without leaving what you are doing.

Revoke Support Access

Turn access off once your issue is resolved. This invalidates the PIN, and the team can no longer reach your deployments. Generate a new one whenever the team needs another look.

1. Go to Settings > Support Access.
2. Turn off Enable Support Access.
3. Select Update.