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Bug and Feature Requests

Sending GBCS a request

In order to streamline support requests and better serve you, we utilize a support ticket system. Every support request is assigned a unique ticket number which you can use to track the progress and responses online.

Sending a request via email 

To send GBCS a request, please email your query to gbcs_request at embl.de  A ticket will then be created for you within a few minutes and one of our team will address your query.

Sending a request via the web form

To send us a request via the web form, please go to the following link http://gbcs.embl.de/osTicket/ Click on the sign in link at the top right hand corner.

 

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Then fill in your EMBL username and password.

 

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This will lead you to all of the tickets that you have previously opened using your EMBL details.

 

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Click on Open New Ticket which is located in the top grey bar under the GBCS logo. You will be brought to the following form.

 

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Select the Help Topic that you think matches your request.

Fill in a really brief description of your issue in the Issue Summary field.

In the Issue Details field, please fill in your request, message and any other useful information to help us help you.

If you have a screenshot or file to attach, click on the choose file button.

When you are finished, make sure to click the Create Ticket button at the bottom of the form.

 

Replying to your ticket

Replying via email

If you need to reply to your ticket, you can do so by clicking on the message sent to you via the ticketing system and pressing the reply button in your email client. As long as the ticket number remains in the subject line, the message will be added to your original ticket and will not create a new ticket.

Replying via the ticketing system

You can also reply by visiting the web ticketing system. There is a link called "You can view this ticket's progress online." in the original message that you received from the ticketing system when your ticket was created. You can then write in the textbox under the heading Post a Reply and click the Post Reply button when you are ready. You can also go directly to this link (coming soon) and sign in like you did when you were adding a ticket and click on the ticket that you wish to reply to.

 

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All of your ticket details will appear and you will be able to reply by writing your message in the textbox and clicking the Post Reply button.

 

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