As of June 9th, 2017 Gaia announced a new Help Center. This came as a welcome surprise to many Gaians who were tired of Gaia's former Help Center. Some Gaians went as far as to call it the "Unhelpful Center" due to its decade-old technology and massive backlog.

Gaia explained the processes of its new Help Center as such:

"During this time you will still be able to file tickets but will ''not be able to access your old tickets''. We do still have your old ticket data on file and ''archived for historical purposes''. If you have an existing ticket that has not been replied to, we are in the process of trying to import that ticket data into our new system. ''If you wish to file a new ticket regarding your situation, we suggest that you do so so that you don't have to wait on export and be any further delayed".

Here are a few key take-a-ways:

  • Gaia Staff have responded to a public concern spearheaded by vocal users in the Site Feedback forum.
  • Users who filed tickets that haven't been responded to for 6-8 months will be forced to resubmit their ticket or wait until developers find a way to port their ticket to the new system.
  • Users who create or re-file a ticket will be given priority over users who have been waiting for 6-8 months
  • Users still maintain concern over the independence of staff reviewing appeals tickets