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All support requests can be submitted and tracked through the Gradial Customer Support Portal. This process ensures your requests are logged, prioritized, and resolved as efficiently as possible.

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Portal Access & Roles

Access to the portal is tied to your company email domain. There are two levels of access:

Individual User

Anyone with a recognized company email domain can log in and submit tickets. Users can view and track their own submissions.

Admin

Users designated as Admins within the portal can view all tickets submitted by anyone at your organization — not just their own.
If you need Admin access, contact your Gradial account team and they can update your role in the portal.

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Submitting a Ticket

1

Go to the portal

Navigate to https://portal.usepylon.com/gradial.
2

Log in

Sign in with your company email address.
3

Enter your 2FA code

Enter the two-factor authentication (2FA) code sent to your email.
4

Create a ticket

Click Create Ticket to start your request.
5

Submit

Fill out the form, attach any relevant files, and click Submit.
You’ll receive a confirmation email with your Ticket Number and can track progress anytime in Pylon.

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Why Use the Portal?

Faster Triage

Issues are immediately logged and routed to the right team.

Full Visibility

See all your open and closed tickets in one place.

Clearer Communication

Stay in sync with the Gradial team throughout resolution.

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Questions?

If you run into any issues accessing the portal, please reach out to your Gradial account team.