Support tickets

Support in the sidebar is where you ask our team for help. It comes with the Team and Enterprise plans. On other plans the page says so, and these guides are the place to start.

Open a ticket

1. Click Support in the sidebar, then New ticket.
2. Give it a title that names the problem, e.g. Terminal disconnects after a minute on prod-web-1.
3. In the summary, say what you were doing, what happened, and what you expected. Include the project, server or page, and any error text.
4. Add up to three screenshots or screen recordings. Drop them on the box, pick them with Add screenshot or video, or paste a screenshot straight into the summary.
5. Click Open ticket.

You get an email straight away with your ticket ID (for example SUP-1001) and a link back to the ticket.

Follow the conversation

Every ticket has its own page with the whole conversation. When we reply, you get the reply by email too, and your list shows Support replied. Reply on the ticket page, with more screenshots if they help, to keep everything in one place.

When the problem is fixed, we close the ticket with a note saying what we did, and you get an email. If it's solved before we get there, use Mark as solved. If a closed problem comes back, open a new ticket and mention the old ID.

Statuses

Who sees what

• Everyone in your team can open tickets and sees the ones they opened.
• Owners and Admins see every ticket the team has opened, and can reply to any of them. See Roles.
• Replies go to the email address of the person who opened the ticket.

Limits

If you reach the daily or open limit, add to one of your open tickets instead.