# Support tickets

Source : https://webgune.cloud/en-us/docs/tickets-support · Mis à jour le 2026-10-27

# 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](/docs/logs-monitoring) 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](/docs/page-statut): an ongoing platform incident might explain your problem.
- The [AI assistant](/docs/assistant-ia): 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.