Support tickets
Support tickets live under Support in the dashboard (/support).
Everyone in the workspace can see the workspace’s tickets, open new
ones, and reply, so a question raised by one teammate does not vanish
when they go on holiday.
Open a ticket
Section titled “Open a ticket”Support, then New ticket.
| Field | Notes |
|---|---|
| Title | Up to 200 characters |
| Category | Bug report, Feature request, General support, Account support, Billing |
| Severity | Low, Medium, High |
| Description | Markdown. Say what is happening, what you have already tried, and include error messages, the hosts affected, and timestamps. |
| Attachments | Optional - screenshots, agent logs, exports |
Each ticket gets a number in the form SUP-000042. Pick High when
something is not paging or an agent is down on production; Medium for
a feature behaving wrongly with a workaround; Low for questions and
requests.
Follow it
Section titled “Follow it”The ticket page shows the conversation newest-last. Statuses are Open, In progress, Waiting on customer (a question is waiting for you), and Resolved. A resolved ticket can be reopened by replying to it.
Response times
Section titled “Response times”Tickets carry a first-response and resolution target set from the plan and severity when they are opened, measured in business hours (Monday to Friday, 09:00 to 17:00 UK time). Priority support on the Business plan shortens both. For anything about a page that did not deliver, include the alert ID and the channel it should have used so the delivery log can be checked straight away.
Before you open one
Section titled “Before you open one”- A page did not arrive. Open the alert and check its Escalation tab, which records every notification attempt and its delivery status, and the person’s quiet hours. See Working with alerts.
- An agent shows offline. Check the agent service on the host and that it can reach the endpoint on port 8585 outbound. See Install the agent.
- An integration is not creating alerts. Confirm the integration key and the payload shape against Inbound alert sources.
- Platform status. AlertKick’s own availability is published at status.alertkick.com.
Other ways to reach AlertKick
Section titled “Other ways to reach AlertKick”Email works too - the address is on the contact page - but a ticket keeps the history in the workspace where your teammates can see it.