Support 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.