Support tickets
Filing, tracking, and managing tickets.
/dashboard/tickets is the ticket queue.
Opening a ticket
New ticket → pick:
- Department — Billing, Technical, Sales, Abuse, etc. The right department routes faster.
- Subject — short summary.
- Service (optional) — link to a specific service for context.
- Message — what's going on. Markdown supported.
- Attachments — screenshots, logs, files. Up to 10MB per file.
Submit. Ticket gets an ID; we email + push you when there's a reply.
Statuses
| Status | Meaning |
|---|---|
| Open | New, waiting for our first reply |
| In progress | We're actively working on it |
| Awaiting reply | Ball's in your court |
| Resolved | We think it's done; reply to reopen |
| Closed | Auto-closed after 7 days of resolved + no reply |
Replying
Click any open ticket → type → Send. Same markdown support as new tickets. Attachments work.
Priority
We don't expose user-selectable priority — gameability problem. Our triage handles priority based on:
- Impact (you're down vs. minor issue)
- Recency (we don't ignore old tickets)
- Type (security/abuse/billing get fast lanes)
Use the Urgent flag if production is down outside business hours; it pages on-call.
Real-time updates
The ticket page updates live (no refresh needed). You'll see typing indicators, new replies arrive instantly, status changes ping.
Closing on your end
If we resolved it before you confirmed: Mark as resolved. Reopens automatically if you reply later.
Anonymous / no-login tickets
/support — open a ticket without signing in. Use this if you can't access your account (locked out, billing issue, etc.). We email a single-use link to follow up.
Privacy
Ticket contents are encrypted at rest. Only you and staff handling the ticket see it. We don't analyze ticket content for marketing or training data.