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Accessing the Portal

All technical support, software upgrade, spare part, and RMA tickets are generated and maintained via the online GTS portal.
The portal can be accessed directly from the Aerotech website below:

https://www.aerotech.com/global-tech-support/

Creating a Support Case

  1. Log into the Global Technical Support Service Desk. This is the recommended option.

    Request TypeDescription
    Technical SupportRequest additional product information or assistance troubleshooting a product
    Software UpgradesRequest assistance with software license activations, software upgrades, or license extensions.
    Spare/Replacement PartsRequest a quote for spare or replacement parts.
    RMA Request for Repairs

    Obtain a Return Material Authorization Number.

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  2. Email [email protected] to automatically create a case in the portal.

Navigating the Portal

Once a case has been created, it will be issued a GTSE (Global Technical Support External) number (ex. GTSE-12345).

  • The email address or account that created the case is called the reporter.
  • The case can be shared with additional email addresses or accounts and these are known as case participants.

To view all cases from the portal for which you are the reporter, scroll down on the main page immediately after logging in until you see My Requests.

To view all open cases for which you are a reporter or a participant, click on your profile picture and select My Requests.



To view all cases, open or resolved, for which you have access, click on your profile picture and select All Requests.



This will bring up additional fields by which GTSE cases can be filtered.

Working with Support Cases


Email Notifications


Accessing the Knowledgebase

The GTS Knowledgebase contains examples, documentation, and troubleshooting articles that go beyond existing help files and manuals to solve common problems and known issues quicker. 

To access the Knowledgebase from the GTS Portal, simply log in and type "knowledgebase" into the search bar.





The Knowledgebase is divided into three separate sections:

  • How-To articles walk through a process or configuration.
  • Programming Examples provide examples that are not in the standard software help files.
  • Troubleshooting articles include troubleshooting steps for common issues and solutions for known problems.




The GTS Portal will also suggest Knowledgebase articles when creating a support case that may be related based on the case description. Knowledgebase articles can only be viewed by users logged into the portal.



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