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Support tickets
Everyone gets the same support. There is no paid tier, no priority queue, and no bot standing between you and an answer. This guide covers how tickets work so you know what to expect after you click Send.
Opening a ticket
- Click Support in the side panel, under Account, or open Support directly.
- Click New, at the top right. You land on the New Support Ticket page.
- Fill in the form:
- Subject - a short summary. Between 3 and 200 characters.
- Category - one of General Inquiry, Billing, Technical Issue, Account or Feature Request. It routes the ticket; it does not change how fast we answer.
- Message - the detail. Between 10 and 5000 characters.
- Click Create Ticket.
You land back on the ticket with your message as the first entry in the thread.
What to put in the message
The category tells us roughly where to look. The message decides whether we can answer in one reply or three. Useful things to include:
| If it is about | Tell us |
|---|---|
| A pod | The pod's name and Region, and what you were doing when it went wrong |
| A domain | The domain name, and which step of the setup strip it is stuck on |
| The mailbox address, and whether it fails to send, to receive, or both | |
| Billing | The invoice or transaction, and what you expected to be charged |
| An API call | The method, the path, the status code you got back, and the message field from the response |
Do not send us a password, an API key or a private SSH key. We never need any of them, and a ticket is not a private channel forever: anyone on your account with support access can read the thread.
Statuses
A ticket carries one of five statuses. You set the last one, we set the rest.
| Status | Means |
|---|---|
| Open | You have sent it and nobody has picked it up yet |
| In Progress | Someone is working on it |
| Waiting | We have asked you something and the ticket is parked until you answer |
| Resolved | We think it is answered |
| Closed | Finished, by you or by us |
Replying
Open the ticket from the Support table by clicking its Subject. The thread is in date order, your messages and ours. Type in the Reply box at the bottom and click Send Reply. A reply is between 1 and 5000 characters.
You cannot reply to a ticket that is Resolved or Closed. If something new comes up after that, open a fresh ticket and mention the old subject. This is deliberate: a thread that gets reopened six weeks later for an unrelated problem helps nobody.
Closing a ticket
Click Close Ticket on the ticket's page and confirm. Closing is yours to do whenever you are satisfied, and you do not have to wait for us to mark something Resolved first.
Notifications
We email you when a ticket you own gets a reply, and when its status changes. The subjects are Reply on Ticket: <your subject> and Ticket Status Updated: <your subject>, so they thread and filter cleanly.
Notifications go to the email address on your profile. Change it under Settings, then the Profile tab.
Who on your team can do what
Support tickets follow the same permission system as everything else. A team member needs the Support resource with:
| Action | Lets them |
|---|---|
read | See the ticket list and open a thread |
create | Open a new ticket |
update | Reply to a ticket and close it |
Of the built-in roles, Full access and Developer can do all three. Read-only can follow a thread but not answer in it. Billing cannot see tickets at all, which surprises people, so give a billing-only member a custom role if they need to chase an invoice question themselves. See Team & roles.
When not to open a ticket
- Your own code is broken. We run the platform, not your application. We will happily tell you the pod is healthy, but we cannot debug your app for you.
- You want a limit raised. Open a ticket for exactly this, it is one of the fastest things we do. See Account limits.
- The answer is in the FAQ. Check the FAQ first; a fair number of tickets are answered there in one line.
Email instead
If you cannot reach the console at all, email [email protected]. A ticket in the console is better when you can use it, because the thread stays attached to your account and anyone on your team with support access can pick it up.
API
Everything on this page is available over HTTP: list, describe, create, reply and close. See the Support tickets API.