Gladstone Support

Support Online

The easiest and quickest way to get in touch with support and get self-help is through the Customer Portal. 

  • Its free of charge with no waiting for your call to be answered. 
  • Its easy to include screen shots to give the technician a head start!
  • View the progress of your case and track it with its unique case number.
  • Access pre-recorded webinars and Knowledge Base articles.
  • Post a question to the Gladstone community someone might already know the answer!

RAISE A TICKET

First time access to the portal requires a login. you can request one here.  Download our portal guide for hints and tips on using the Portal. 

Invotech 
For our Irish customers using Invotech solutions please log a ticket here

* Although the fastest way to log a case is via the portal, you can contact us on 01491 736408, please note there may be extended wait times during busy periods.

Discussion

Across the Customer Portal you will find a range of Discussion Boards, where you can crowd source help from other Gladstone users.  

The discussion boards are also a great place to connect with the Development team where you can suggest feature enhancements to the GladstoneGo platform.  Our development teams often refer to discussion boards to understand the popularity of feature requests by reviewing 'up votes' from across our customer base. 

GO TO DISCUSSION BOARDS

Customer Service

We pride ourselves at Gladstone in being Customer Centric, as it is our number one core value, we understand that your needs come first, always. Our Customer Service team delight themselves in being the touch point for all customers.  The team works tirelessly bridging the gap between you and Gladstone from a general query through to providing updates and progressing cases logged with support and development. 

What our customers say:

I pretty much think you are all extraordinarily helpful, warm and friendly. I cannot fault a single one!
 
Kerry Fowler, Wirral Borough Council
  As always you give 100%. You always strive to achieve the best solution for the customer in the best possible time. You are a pleasure to talk to about anything. Keep up the excellent work. 

Julie Bray, Leicester Borough Council
 

 

 

Voice of the Customer - Have Your Say!  

Being able to provide exceptional service and support to all our customers is key, the Customer Service team is always trying to find new ways to allow our customers to have their say and tell us how they feel. We are now sending quarterly communications to all our customers asking them to provide us with their invaluable feedback and a Net Promoter Score (NPS).  This feedback will allow us to focus our efforts in the areas that are most important to our customers. 

We want to give you the opportunity to steer the direction of Gladstone and be at the forefront of change, shaping the future of the software and services Gladstone has to offer.  

About Support Services

Our technicians and engineers are ready to help and ensure your operation runs as smoothly as possible. Gladstone will aim to resolve your support tickets in a timely manner to ensure a swift conclusion to your ticket.

We acknowledge all tickets within a maximum of 4 hrs via the telephone and you'll receive instant confirmation for tickets logged online. Our team will keep you informed with regular updates as your case is progressed this is visible within the Customer Portal. 

For site administrators or IT Ops roles we can provide a consolidated site view of all tickets raised throughout the organisation, just ask your engineer to enable this.