Creating a support ticket
Best-practice walkthrough for creating a support ticket, what details to include, how plan-based response targets are shown, and how follow-up and resolution are handled.
Creating a support ticket (recommended)
For product, technical, and account issues, submitting a support ticket is the most reliable way to get tracked, accountable help.
Unlike ad-hoc chat messages, tickets include timestamps, ownership, status transitions, and SLA tracking.
Where to create a ticket
Create a ticket from:
- Dashboard → Help → Support Tickets
- Click Create Ticket
- Select the affected workspace and project
If you cannot access the dashboard, use the contact form and request a ticket to be opened on your behalf.
What to include in your ticket
Provide enough detail so support can reproduce the issue quickly:
- concise title (what is broken),
- expected behavior,
- actual behavior,
- exact steps to reproduce,
- affected project URL or page path,
- timestamp of the most recent failure,
- screenshots or short screen recording,
- error text copied exactly (if available),
- business impact (for example: launch blocked, payment flow failing, admin-only issue).
High-quality ticket details usually reduce resolution time significantly.
Response times based on your plan package
Ticket response and resolution targets are tied to the support entitlement of your current plan package.
To avoid hardcoded plan labels, the ticket form shows your current first-response target and resolution target at submit time using your active package settings.
You can also review the current support targets in Billing/Plans before opening urgent tickets.
Priority and follow-up flow
After creation, every ticket follows a standard lifecycle:
- New: ticket received and queued
- In Review: support agent validating issue details
- In Progress: issue reproduced and actively worked
- Waiting on Customer: additional details requested from you
- Resolved: fix delivered or guidance provided
- Closed: case complete after confirmation window
When support requests follow-up details, reply in the same ticket thread to keep diagnostics and history connected.
Escalation and closure
If impact increases (for example, production outage), update the same ticket with:
- current impact,
- affected users,
- workaround status,
- deadline constraints.
Support can then re-triage priority based on updated severity.
When the issue is resolved:
- you receive a resolution summary,
- the ticket includes fix details or next steps,
- and the case moves to closed after the confirmation period.
Why tickets are best
Support tickets are the best support path because they provide:
- clear ownership,
- auditable timeline,
- package-based SLA tracking,
- and reliable follow-up until resolution.
For anything important, open a ticket first.