---
title: "Support tickets"
description: "Submit and track support tickets from the Edge console: creating tickets, priority levels and response targets, ticket statuses, replies and categories."
url: "https://edge.network/docs/account/support"
section: "Account & support"
---

# Support tickets

Submit tickets, track progress, and communicate with the Edge support team directly from your console.

## Overview

The support system provides a direct line to the Edge team for technical issues, billing questions and account assistance. All communication is tracked in a threaded ticket format, so nothing gets lost.

Open support from [Account → Support](/console/support) in your console.

## Creating a ticket

1. Go to **Support** and click **New Ticket**.
2. Enter a clear, descriptive **subject**.
3. Select the **category** that best matches your issue (CDN, Compute, DNS, Storage, Billing, Account).
4. Set the **priority** based on urgency.
5. Describe your issue in detail in the **description** field.
6. Click **Submit Ticket**.

> [!TIP]
> **Tips for faster resolution:**
>
> - Include the specific resource affected (VM name, domain, bucket name)
> - Describe what you expected vs what actually happened
> - Include any error messages you're seeing
> - Note when the issue started

## Priority levels

| Priority | Use when | Target response |
|---|---|---|
| High | Production service is down or severely degraded | Within 1 hour |
| Medium | Non-critical issue affecting functionality | Within 4 hours |
| Low | General question, feature request or non-urgent issue | Within 24 hours |

## Ticket statuses

Ticket statuses update automatically based on actions taken:

- **Open:** Your ticket has been submitted and is awaiting a response from the support team.
- **In Progress:** A support agent has replied and is working on your issue.
- **Pending Resolution:** The agent believes the issue is resolved and is waiting for your confirmation. You can confirm it's resolved or reply if you still need help. Tickets auto-close after 7 days if no response is received.
- **Resolved:** The issue has been resolved. You can reopen the ticket if you need further assistance.

## Replying to tickets

Click any ticket to view the full conversation thread. You can:

- **Reply:** Send a message to the support agent using the reply box at the top
- **Confirm resolved:** When the agent marks your ticket as resolved, confirm it's fixed or reply if you still need help
- **Reopen:** If a resolved ticket needs further attention, reopen it to continue the conversation

## Categories

| Category | Examples |
|---|---|
| CDN | Cache issues, SSL certificates, domain configuration, performance |
| Compute | VM connectivity, scaling, provisioning, OS issues |
| DNS | Propagation delays, record issues, zone configuration |
| Storage | Upload issues, access keys, bucket configuration, S3 compatibility |
| Billing | Invoice questions, payment issues, plan changes |
| Account | Team management, permissions, security, quota increases |

## See also

- [Alerts & notifications](/docs/account/alerts): Real-time infrastructure alerts
- [Audit log](/docs/account/audit-log): Track all account activity