How To Create and Access Support Tickets In AGA’s Agent Portal (GAIN)
The ticketing system is used as a correspondence tool to submit and track inquiries, such as commissions, submissions, contracting, general inquiries, and etc.
This document will go over:
1. How to Create Tickets
A. For General Inquiries
B. For a Specific Submitted Application
2. How to Upload Documents to Your Ticket
3. How to Access and Respond to Tickets Created by AGA
1. How to Create Tickets
First, determine if your ticket is regarding an APPLICATION. If yes, please see the second set of directions, Step B, below.
A. For all other tickets, please follow these steps:
Step 1: Log into your AGA Agent Portal.
Navigate to the AGA website (appliedga.com) and click Agent Login in the top right-hand corner.
Step 2: Go to Tickets & Messages.
Towards the bottom of the menu on the left-hand side.
Step 3: Click Add New.
Step 4: Type your ticket inquiry in the message box.
This message system is HIPAA compliant. Please include a detailed message and client information, if applicable.
If you need to upload documents, please see directions below.
Step 5: Click Create to finish.
B. For a ticket regarding a specific APPLICATION:
Step 1: Go to Application Management, then Application.
Step 2: Search for the application.
Adjust the dates as necessary and click Search.
Step 3: Click on blue ID number.
Step 4: Click on Open Service Ticket.
Step 5: Select the corresponding subject from the drop-down menu.
Step 6: Type your question or request.
Step 7: Click Create to finish.
2. How to Upload Documents to a Ticket
Step 1: Click on the blue text of any ticket. This will open a window where you can click ‘Choose File.’
Step 2: Select the file you want to upload from your computer. Your file name will then appear next to the ‘Choose File’ button.
Step 3: Click ‘Send’ to finish.
3. How to Access Tickets Created for You by AGA
Step 1: Log into your AGA Agent Portal.
Navigate to the AGA website (appliedga.com) and click Agent Login in the top right-hand corner.
Step 2: Check your notifications.
Click on the bell to check your notifications. It will inform you if you have a ticket update, as well as other pending notifications.
Step 3: Click ‘Send’ to finish.
Step 4: Go to Tickets & Messages.
Towards the bottom of the menu on the left-hand side.
Step 5: Click on blue text.
The ticket will open in a pop-up box and you can read the response.
Step 6: Click “Send” to finish.
