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Client Portal Instructions

To Log In:

  1. Logging on for the first time? Complete this form to receive your account information: https://support.globalreach.com/index.cfm?action=home.forgotpassword (opens new window)

  2. Returning Users: Go to https://support.globalreach.com/ (opens new window)  and enter your email and password.

Account Management

  1. From the dashboard after logging in, click on “Edit Profile”.

Image indicating the location of the "Edit Profile" button.

  1. From this screen, you can change your Name, Address, Primary Phone Number, Email Account and Password for your profile in the client portal.

Image of the "Profile Editing" page.           

*You may not see all of these fields if the setting “Use Company Address” is set to “Yes.” If you’d like to add your own individual address, set this field to “No” to see the additional fields.

  1. Save your changes.

Creating a New Request

  1. Click on “New Support Request” button.

  2. Select an option on the “What is the nature of your request?” drop down. The form may change or request other/additional information depending on your selection.

Image indicating the location of the drop down options.             

  1. Fill out the rest of the form as required. Provide as much detail as possible and any screenshots or related documents.

  2. Click “Submit Support Request” button.

Image indicating the location of the "Submit Support Request" button.

Managing Requests

  1. Ticket will now show up in your “Support Requests” tab as an active ticket.

Picture showing the "Support Requests" tab.

  1. Click on the ticket to see messages from our Support staff or to send additional messages/information.

    1. You will receive an email notification when someone from our Support staff responds to you in a ticket. You will need to log in to the Portal to reply back or take any of the following actions:

      1. You can also approve/decline proposed estimates.

      2. Our Support staff can also upload files/screenshots for your review.

      3. You can add additional subscribers to a ticket if there are other members of your company with client portal access so that multiple users will receive notifications when something happens on a ticket.

Image showing the "Add other subscribers here" link.

  1. Once a ticket is completed, the status will change to “Completed” and you will need to change your view on the portal to view it.

Image showing where the ticket status will be updated.

Change the “Ticket Status” from “Open” to “Completed” to view all completed tickets or change it to “All” to view all tickets, active and completed.Image showing the ticket status changed to "Completed".

 

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