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.

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.

Who can do what

A custom role grants the same actions through its support-ticket read, create, and edit permissions. See Account for roles. Partner organizations that use the limited partner console don’t have the Support icon.

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.
   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.

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:

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.

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 — and to AI assistants through the Suger MCP server.

Related Documentation

• AWS Support Cases — the AWS Support tab on the same page
• Navigate the Suger Console — where the Support page sits in the console
• Account — users, roles, and permissions