Grandstream Helpdesk v2 is the new technical support platform for Grandstream integrators, ISPs, distributors and customers. It replaces the previous Helpdesk and lives at the same address: helpdesk.grandstream.com.
This update completely renews how you open, follow and resolve support cases, whether for unified communications projects with UCM and CloudUCM or for GWN networking, GSC/GDS surveillance and access control deployments.
The new customer portal brings all your tickets together in one place. Open a new case, check its status and reply to the support team without losing the conversation history.
On Grandstream's side, Helpdesk v2 automatically assigns each ticket to the right support queue. That helps your case reach the right team from the start.
The new portal includes an AI chat that helps you solve simple issues on your own, without opening a ticket. Describe your situation and get immediate guidance on configurations, common questions or basic troubleshooting steps.
If the case needs specialized attention, open a ticket and the Grandstream support team will follow up. Simple cases get solved in minutes, and complex ones reach the team better documented.
Every sign-in now includes a verification code sent to your email. This protects information about your projects, devices and customers.
To keep it practical, tick "Remember this device" and you won't need the code again on that computer for the next 30 days.
Helpdesk v2 can send firmware announcements to customers with affected devices. You learn about relevant updates in time and can plan maintenance with your end customers.
The platform includes step-by-step guides under Documentations › Manual and short videos in the Video Library. To start, watch "Customer Portal Introduction", which shows how to open and follow your tickets.
Helpdesk v2 is part of Grandstream's commitment to its partners in Latin America and the Caribbean: faster, more reliable support so your projects keep moving.
Sign in to the new Helpdesk today: https://helpdesk.grandstream.com