Getting hold of a person
Tickets, what to include, and when to expect a reply.
On this page
Support in the sidebar. A person reads every ticket — there is no bot in between.
What to include
The three things that turn a two-day conversation into a one-reply answer:
- •What you did.
- •What you expected.
- •What happened instead.
If it is about a specific run, the execution reference is worth more than a paragraph of description. Screenshots and logs can be attached.
What not to include
API keys, passwords, database credentials. We never need them, and a support ticket is not built to hold one. If you have already pasted one somewhere, rotate it rather than deleting the message.
Your colleagues can see it
Tickets belong to the workspace, not to the person who opened them. Anyone on your team with support access can read the thread and reply on it — deliberately, because the person who asked is often not the person who is around when we answer.
When you will hear back
Every ticket shows its target first-reply time, which depends on the priority you chose. You get an email when we answer.
Priorities
Use Urgent for production being down. Using it for everything makes it mean nothing, and the queue is ordered by it.