Support Tickets
Get help from the Deploynix team through a built-in ticket system, with priority automatically matched to your plan.
Overview
Support tickets let you talk directly to the Deploynix team without leaving the dashboard. Every ticket belongs to an organization, captures a threaded conversation, and gets an automatic priority based on your subscription tier. When a staff member replies or changes the status of your ticket, you get an email. When you reply back, the whole team sees it on the admin side immediately.
Plan Requirement
Opening tickets requires a plan with Priority Support (Professional) or Dedicated Support (Enterprise). Organizations on Free and Starter plans can still reach us by email; the in-app ticket form will prompt them to upgrade.
Support Tiers
The plan feature flag on your subscription decides which tier you land in — there's no per-ticket toggle.
| Tier | Plan feature | Auto-priority | Dedicated flag |
|---|---|---|---|
| Standard | — | Normal | No |
| Priority | priority_support |
High | No |
| Dedicated | dedicated_support |
Urgent | Yes — tickets are flagged for a dedicated agent |
Accessing Support
- Click Support in the dashboard sidebar.
- You land on a paginated list of every ticket your organization has opened, newest first.
- Click Create Ticket to submit a new one, or click any row to open its thread.
The Ticket List
The Support index shows your organization's tickets with, for each row:
- The ticket subject — clickable, opens the thread.
- A status badge: Open, In Progress, Resolved, or Closed.
- A priority badge: Normal, High, or Urgent.
- A dedicated badge when the ticket was created from a plan with
dedicated_support. - The category label.
- A relative created at timestamp.
Tickets paginate in batches of 15. Scroll (or paginate) to find older ones.
Creating a Ticket
The New Ticket form asks for three fields:
- Subject — a short, searchable summary (up to 255 characters).
- Category — one of the five categories below; shapes how we route your ticket internally.
- Description — the full context (up to 5,000 characters). More detail is better — see Writing Good Tickets.
Categories
- General — anything that doesn't fit another bucket.
- Billing — subscriptions, invoices, payment methods.
- Technical — deployments, site configuration, environment variables, queue workers.
- Server Issue — provisioning failures, unreachable servers, broken SSH, network rules.
- Feature Request — things you'd like us to build.
When you submit a ticket, Deploynix's super admins receive an email notification immediately. Priority is set automatically based on your plan feature flags — you don't pick it yourself.
Priority Levels
Normal
Standard queue. Processed in order.
High
Elevated priority with faster response times. Automatically assigned on plans with priority_support.
Urgent
Highest priority, routed to a dedicated agent. Automatically assigned on plans with dedicated_support.
The Ticket Thread
Open any ticket from the list to see the full conversation. The thread shows the original description followed by every reply in order, with each reply marked as either you or staff. Staff replies have a distinct badge so you can skim for who said what.
The first staff reply automatically moves the ticket from Open to In Progress. You can reply back at any point while the ticket is open or in progress via the textarea at the bottom of the thread — up to 5,000 characters per reply. Your replies are not limited in count.
Statuses
- Open — newly created, awaiting staff review.
- In Progress — a staff member has picked it up and is working on it. Set automatically on the first staff reply.
- Resolved — the staff member believes the issue is fixed. You can still reply.
- Closed — the ticket is finalized and no longer accepts replies.
Only staff can change a ticket's status. If you need to reopen a closed ticket, create a new one and reference the previous ticket's subject in the description — we'll link them internally.
Closed Tickets Are Final
Once a ticket is closed, neither you nor staff can reply. Create a new ticket if the same problem recurs.
Email Notifications
Deploynix sends three kinds of emails for tickets, all queued for fast dispatch:
- New ticket — sent to super admins on the Deploynix side when you open a ticket.
- Reply — sent to the ticket creator when a staff member replies, with the reply content and a deep link back to the thread.
- Status changed — sent to the ticket creator when a staff member changes the ticket's status, with the old and new values.
Attachments
File attachments on tickets and replies are not currently supported — description and reply bodies are plain text only. For screenshots or logs, upload to a paste service or file share of your choice and include the link in the description. (We know this is a rough edge; support for inline attachments is on the roadmap.)
Writing Good Tickets
A well-written ticket gets resolved faster because we don't have to go back and forth asking for context. A few things that help:
- Describe what you expected and what actually happened. "Deploy failed" is less useful than "Deploy failed at the
npm run buildstep with exit code 1". - Name the server and site. If the issue is scoped to one, the server name and site domain are the fastest way for us to find the logs.
- Include any error messages verbatim. Even if they look unhelpful, they let us search our own telemetry.
- Tell us what changed recently. A new deploy, a changed env var, a new cron job, a swapped DNS provider — anything that moved before the issue started.
- Say what you've already tried. Restarted Nginx? Reprovisioned? Rolled back? That narrows the suspect list fast.
- Use the right category. Billing questions in the Technical queue take longer because they get re-routed internally.