Support tickets
Updated on October 27, 2026
Support tickets
Support works through tickets, directly from the dashboard: Support in the sidebar. Each ticket is a conversation thread with the team, kept in your history.
Opening a ticket
Support → New ticket:
| Field | Tip |
|---|---|
| Subject | A precise sentence ("Build failing since this morning on my-api") |
| Message | The context: affected service, what you've tried, exact error message |
| Category | General, Billing, Technical, or Other |
| Priority | Low, Medium, High, or Urgent |
The more precise the first message, the more useful the first response: service name, time of the problem, logs excerpt.
Life of a ticket
| Status | Meaning |
|---|---|
| Open | Awaiting pickup |
| In progress | The team has responded, the exchange is active |
| Resolved | A solution has been proposed |
| Closed | Conversation ended |
- Replying to a resolved ticket reopens it automatically. If the solution isn't enough, say so in the thread.
- You can close a settled ticket yourself.
- A closed ticket can no longer receive replies: open a new one if the problem recurs.
Before opening a ticket
Two reflexes often save time:
- The status page: an ongoing platform incident might explain your problem.
- The AI assistant: crash diagnostics and AI documentation search answer the most common questions.
Choose the right priority: "Urgent" = production unreachable. An accurate priority helps the team handle real emergencies first, including yours.