# Support Tickets

Raise a ticket with the Suger team, attach files, and follow the conversation from the **Support** page of the Suger Console.

---

## Overview

Click the **(?)** icon in the console's top bar (its tooltip reads **Support**) to open the **Support** page. A red dot on the icon means your organization has a ticket that is `OPEN` or `IN PROGRESS`. The page has two tabs:

- **Support Tickets** — Suger's own ticketing system, for reaching the Suger team. This page covers it.
- **AWS Support** — cases you open with AWS through the AWS Support integration. See [AWS Support Cases](/aws-marketplace/support-cases/).

A **Help Center** link beside the tabs opens this documentation site.

Tickets belong to your organization, not to the person who opened them: everyone in it who can read tickets sees the same list, conversation, and attachments. You can also reach the Suger team at [support@suger.io](mailto:support@suger.io).

### Who can do what

| Suger role | Read tickets | Create a ticket | Edit, comment, attach, close, and reopen |
| ---------- | ------------ | --------------- | ---------------------------------------- |
| Admin      | Yes          | Yes             | Yes                                      |
| Editor     | Yes          | Yes             | Yes                                      |
| Viewer     | Yes          | No              | No                                       |

A custom role grants the same actions through its support-ticket read, create, and edit permissions. See [Account](/get-started/account/) for roles. Partner organizations that use the limited partner console don't have the **Support** icon.

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## Create a ticket

1. Open the **Support** page and stay on the **Support Tickets** tab.
2. Click **New Ticket**.
3. In **Create New Support Ticket**, fill in the fields:

   | Field | What to enter |
   | ----- | ------------- |
   | **Name** | A short title for the issue, up to 300 characters. Required. |
   | **Description** | What happened and what you expected, in Markdown, up to 2,000 characters. See [Write in Markdown](#write-in-markdown). |
   | **Priority** | `LOW`, `NORMAL`, `HIGH`, or `URGENT`. Required. |
   | **Task Type** | `Task`, `Bug`, or `Feature Request`. Required. |
   | **Watchers** | Teammates to add to the ticket; they're shown on it as **Watchers**. Pick them by name or email. |

4. Click **Create**. It stays disabled until **Name**, **Priority**, and **Task Type** are set and the description is within its limit.

The new ticket is `OPEN` and appears at the top of the list, which is sorted newest first. To add a screenshot, a log, or any other file, open the ticket and [attach it](#attach-a-file).

### Write in Markdown

The **Description** box and the comment box both take Markdown.

- **Edit** and **Preview** tabs sit above the box. **Preview** renders your Markdown so you can check it before you send.
- A toolbar on the **Edit** tab adds the Markdown for you: **Bold**, **Italic**, **Strikethrough**, **Code**, **Link**, **Bulleted list**, **Numbered list**, and **Quote**.

The ticket page displays the description as Markdown, keeping the line breaks you typed. Click an image in it to see it at full size.

---

## Work a ticket

Click a ticket's **Name** in the list to open it. The **Search...** box filters the list, and the **Name**, **Priority**, **Status**, and **Create Time** headers sort it. The two icons at the end of a row open the ticket's full record as JSON and the **Edit** dialog.

The ticket page shows its priority, status, task type, and **Created** date, a **Due** date when the ticket has one, the **Creator**, the **Watchers**, the **Description**, and its **Attachments**. The comment box and the conversation are on the right.

### Comment on a ticket

1. Type in the comment box on the right. It takes Markdown, like the description.
2. Click **Add Comment**.

Comments can't be edited or deleted once posted. The comment box is disabled while a ticket is `CLOSED` or `ARCHIVED` — reopen it to continue the conversation.

### Attach a file

Under **Attachments**, click **Upload new attachment...** and pick a file. The file is added to the ticket once it uploads, and you can open or download it from the ticket page. Uploading works whatever the ticket's status.

### Edit, close, or reopen a ticket

The buttons beside the ticket's badges depend on its status:

| Button | Shown when the ticket is | What it does |
| ------ | ------------------------ | ------------ |
| **Edit** | `OPEN`, `IN PROGRESS`, or `BLOCKED` | Change the **Priority** and the **Watchers**. A ticket's name, description, and task type can't be changed after it is created. |
| **Close** | `OPEN`, `IN PROGRESS`, or `BLOCKED` | Closes the ticket. |
| **Reopen** | `CLOSED` or `ARCHIVED` | Reopens the ticket as `OPEN`. |
| **Details** | Any status | Shows the ticket's full record as JSON. |

---

## Ticket statuses

You open, close, and reopen a ticket; the Suger team sets every other status as it works the ticket. Solid arrows are actions you take in the console. Dashed arrows are changes the Suger team makes — it can set any status, so a ticket can also go straight to `CLOSED` or `ARCHIVED`.

```d2
direction: right
new: "New Ticket" { shape: oval }
open: "OPEN"
working: "Set by the Suger team" {
  progress: "IN PROGRESS"
  review: "IN REVIEW"
  blocked: "BLOCKED"
}
closed: "CLOSED"
archived: "ARCHIVED"
new -> open: "you create it"
open -> working: "Suger team" { style.stroke-dash: 4 }
open -> closed: "Close"
working.progress -> closed: "Close"
working.blocked -> closed: "Close"
working -> archived: "Suger team" { style.stroke-dash: 4 }
closed -> archived: "Suger team" { style.stroke-dash: 4 }
closed -> open: "Reopen"
archived -> open: "Reopen"
```

| Status | Set by | Buttons and comment box on the ticket page |
| ------ | ------ | ------------------------------------------ |
| `OPEN` | You, by creating or reopening the ticket, or the Suger team | **Edit**, **Close**, **Add Comment** |
| `IN PROGRESS` | The Suger team | **Edit**, **Close**, **Add Comment** |
| `IN REVIEW` | The Suger team | **Add Comment** |
| `BLOCKED` | The Suger team | **Edit**, **Close**, **Add Comment** |
| `CLOSED` | You, with **Close**, or the Suger team | **Reopen** |
| `ARCHIVED` | The Suger team | **Reopen** |

**Upload new attachment...** and **Details** are available in every status.

Priorities are `LOW`, `NORMAL`, `HIGH`, and `URGENT`; task types are `Task`, `Bug`, and `Feature Request`.

---

## Use the API

Support tickets are also available in the Suger API — start with [Create Support Ticket](/api/create-support-ticket/) — and to AI assistants through the [Suger MCP server](/mcp/tools/).

---

## Related Documentation

- [AWS Support Cases](/aws-marketplace/support-cases/) — the **AWS Support** tab on the same page
- [Navigate the Suger Console](/get-started/navigate-console/) — where the Support page sits in the console
- [Account](/get-started/account/) — users, roles, and permissions