# Overview

Contact StatusDashboard product support from the admin console.

Source: https://statusdashboard.com/docs/support

[Support](/app/support) is how your team contacts StatusDashboard about billing, product questions, technical issues, and sales. You open a ticket, continue the thread in the admin console or by email, and receive replies from a named support agent.

Tickets stay with your organization so teammates with access can follow the conversation. The sections below cover who can use Support, how to open and reply on tickets, attachments, and email threading.

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## Who can use it
Anyone in your organization with access to the admin console can open and reply on support tickets: **Admin**, **Event**, and **Subscriber** roles.

## Opening a ticket
1. Open [Support](/app/support).
2. Choose **New ticket** (or the equivalent create action on the Support list).
3. Pick a **request type**, write a **subject** and **message**, optionally **attach files**, and optionally add **CC** email addresses for colleagues who should receive updates. Messages support the same basic formatting as status-page copy: **bold**, *italic*, lists, and links.
4. Submit. You receive a confirmation email with the ticket reference (for example `TX-ABC123`). StatusDashboard is notified and will follow up.

### Request types
| Type                  | Use when                                                          |
| --------------------- | ----------------------------------------------------------------- |
| **Technical Support** | Product behavior, configuration, integrations, or troubleshooting |
| **Sales**             | Pricing, plans, or commercial questions                           |
| **Demo Request**      | Scheduling a product walkthrough                                  |
| **Legal**             | Contracts, terms, or legal review                                 |
| **Privacy**           | Data protection or privacy requests                               |

Choose the type that best matches your request so it can be routed correctly.

### CC colleagues
CC addresses receive email updates when the conversation moves forward (agent replies and other participant updates). They can reply by email to add to the same ticket. The person who just wrote a message is not emailed a copy of their own update.

You can edit the CC list later on an open ticket. Closed tickets show the CC list but do not allow changes.

**Automatic CC when a colleague replies:** The person who **opened** the ticket stays the requester, but anyone else in your organization can open the ticket and reply from the admin console. The first time a colleague (someone other than the requester) sends a **web** reply, their login email is **added to CC automatically** so they receive StatusDashboard agent replies and can continue by email. Their name and email appear on that message in the thread. The requester is notified when a colleague adds to the conversation (they are not CC'd twice). Each ticket supports up to **10** CC addresses; if the list is full, remove an address from CC before a new colleague can reply.

## Finding tickets
On the [Support](/app/support) list you can filter by **status** (for example open vs closed) and search by **exact ticket id**.

| Control       | What it does                                                                                                     |
| ------------- | ---------------------------------------------------------------------------------------------------------------- |
| **Status**    | Shows tickets in that status for your organization, newest first. Use **All statuses** for the full recent list. |
| **Ticket id** | Lookup by the full public id only (for example `TX-ABC123`). Press **Search** to apply.                          |

**Ticket id search ignores the status filter.** If the id belongs to your organization, the ticket is returned whether it is open or closed. Clear the ticket id field and search again (or change status) to go back to the normal status list.

Invalid ids are rejected (the format is `TX-` plus six characters). If no ticket matches that id for your organization, the list is empty.

## Following a ticket
On the ticket page you can:

* Read the full **conversation** (customer-visible messages).
* **Reply** from the admin console (open tickets only).
* View **CC** recipients (open tickets only — editing is disabled when closed).
* **Attach files** when you create a ticket or reply from the admin console (see [Attachments](#attachments) below — not available by email).

Tickets show a **status** (for example New, In Progress, Pending Customer, or Closed) and may show an assigned **agent** name after StatusDashboard has replied.

### Attachments
Attachments are available when you **create a ticket** or **reply** from the admin console — not on the public contact form, and not when you reply by email.

Use **Attach file** to include screenshots, logs, or other supporting documents with your message. You can add up to **5 files** per message.

**Limits and file types**

* Up to **5 files** per reply, **25 MB** each.
* Supported types: PNG, JPEG, GIF, SVG, PDF, plain text (`.txt`, `.log`), JSON, and CSV.

**Security scan**

Files are scanned for malware before anyone can download them. After you attach a file, wait until scanning finishes before sending your reply. Once a file passes, it becomes a download link in the ticket thread for you and StatusDashboard support. Files that fail scanning cannot be sent or downloaded.

StatusDashboard may attach files to their replies as well. You will see download links in the ticket thread; email notifications mention when attachments are present but do not include the files — sign in to the admin console to download them.

**Tips**

* Screenshots and redacted log excerpts are usually enough — you rarely need to attach full exports.
* Avoid passwords, API keys, private keys, and other secrets when you can. If you must share sensitive material, say so in the message and we can suggest a safer channel.
* **Closed** tickets do not accept new replies or attachments. Open a new ticket if you need to send more files.

### Email
* Confirmation and agent replies go to the ticket requester (and CC list, as applicable).
* You can **reply to those emails** to continue the same ticket while it is open. Use the same mailbox that is on the ticket (requester or a CC address).
* Email replies keep basic formatting (bold, italic, lists, and links) when your mail client sends HTML. Files you attach in your mail client are not added to the ticket. To share files, open the ticket in the admin console and use **Attach file** there. Agent reply emails note when attachments were added, but you must sign in to download them.
* Only the **new reply** is stored. Quoted history from your email client is stripped when possible.
* **Closed** tickets do not accept new web replies, CC changes, or email replies. You receive an auto-reply if you email a closed thread, with a link to open a new ticket. StatusDashboard staff can reopen a ticket from the platform admin console when appropriate.

## FAQ
### How do I reach StatusDashboard support?
From the admin console, open [Support](/app/support), create a ticket, and continue in the product or by email. You can also use public contact options on the StatusDashboard website when you are not signed in; signed-in tickets keep the conversation tied to your organization.

### Who sees my ticket?
People in your organization who can open Support, plus StatusDashboard staff handling the ticket. Internal notes StatusDashboard may add for their own team are not shown to you and are not emailed to customers.

Anyone in your org can reply on an org ticket from the console; colleagues who reply are added to **CC** automatically so they receive email updates. The original requester remains the ticket owner for routing and confirmation email purposes.

### Will I get an email for every message?
You get emails for agent replies and for updates written by someone else on the ticket (for example a CC). You do not get a second email of your own message after you send it.

### Can a colleague reply without signing in?
If they are on the **CC** list (or are the requester), they can reply by **email** to the support thread while the ticket is open. They do not need an admin console login for that path. Colleagues who first join via a **web** reply are added to CC automatically and can use email on later updates.

### Why was my ticket closed or why can’t I reply?
Tickets progress through statuses and can be marked **Closed** when the issue is finished. Closed tickets block new replies from the admin console and by email, and the CC list cannot be edited. Open a **new ticket** if you need further help. StatusDashboard staff can reopen a closed ticket from the platform admin console when the same issue truly continues.

### Is there a limit on open tickets or replies?
Yes. Organizations have a maximum number of **open** tickets at once, and each ticket has a maximum number of customer replies. If you hit a limit, close tickets you no longer need or continue in a new ticket when appropriate.

Each ticket also allows at most **10 CC** email addresses. If a colleague tries to reply from the console when the CC list is full, they must remove an existing CC address first.

### How fast will I get a response?
Response times depend on request type, volume, and business hours. Technical and account issues are handled through the same ticket queue; use the request type that matches your need so the right people see it first.