Creating a new Ticket

Creating a ticket has several different options depending on what you prefer or based on your license

Creating a ticket on the Strapi Cloud Dashboard

1. Visit the Strapi Cloud Dashboard and click the icon in the lower right corner

   

2. Click on the "Cloud Bug Report" or "Cloud Billing Issue" button to immediately open the new ticket form

   

3. Fill in the related information (some information may be pre-populated for you)

   

4. Click Submit and you will see a confirmation message
   A copy of the ticket will be sent to your email and likewise you can view the ticket in the Customer Portal

   

Creating a ticket on the Customer Portal

1. Visit the Customer Portal and click on the Create Ticket

   

2. Click on the related ticket type

   

3. Fill in the related information

   

4. Click Submit and you will see your ticket in the portal (may require a refresh to view)

   

Creating a ticket via email

1. Send an email to support@strapi.io

2. Include as much information as you can, we recommend reviewing the following article for the information we may need

   1. 📄 What debugging information do we need to assist you?

Responding to an existing Ticket

Responding on the Customer Portal

1. Visit the Customer Portal and click on the current ticket you wish to respond to

   

2. In the new panel to the right, at the bottom there is a box that you can use to reply to

   

3. You will also be able to see our responses

   

Responding via email

1. Locate the ticket within your email

2. Use the reply all option to ensure all of your cc'd contacts are included

3. Responses from the Strapi Support team will also be sent to your email