> ## Documentation Index
> Fetch the complete documentation index at: https://docs.advinservers.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Tickets

> How to open, reply to and close support tickets from the Ascienth console.

## Overview

You can talk to our support team without leaving the Ascienth console. Tickets you open here are the same tickets you see in the [client area](https://clients.advinservers.com), so you can switch between the two at any time. Our replies show up in the console and are also sent to your billing email address.

Open the Ascienth console at [https://console.advinservers.com](https://console.advinservers.com), click "Support" in the left rail, then click "Tickets".

<Note>
  Only the account holder can see and use tickets. Team members do not see the "Tickets" page, even in your team, and no role can give them access. A ticket is written in your name and can mention billing details, so it stays private to you. See [Teams and Accounts](/guides/teams-and-accounts).
</Note>

All services are unmanaged, so we cannot install, configure or fix software inside your server.

## Finding a Ticket

The "Support" page lists your tickets with their `Subject`, `Service`, `Status` and `Last activity`.

* Type in the search box to find a ticket by its number, subject, department, status, priority or server.
* Use the status filter to show only tickets in one status, such as `Open`, `Answered`, `Customer Reply`, `In Progress`, `On Hold` or `Closed`.

The page shows your 500 most recent tickets. If you have more, a notice says so, and you can read older tickets in the [client area](https://clients.advinservers.com).

## Opening a Ticket

<Steps>
  <Step title="Open the form">
    On the "Support" page, click `Open Ticket`.
  </Step>

  <Step title="Fill in the details">
    * `Department`: who the ticket is for. The list comes from our support desk.
    * `Subject`: a short summary on one line, 3 to 255 characters.
    * `Priority`: `Low`, `Medium` or `High`. It starts at `Medium`.
    * `Related server`: the server the ticket is about, found by hostname or IP address. Choose `Not about a specific server` if it is a general question.
    * `Message`: what happened and anything that helps explain it, 2 to 20,000 characters.
  </Step>

  <Step title="Send it">
    Click `Open ticket`. You are taken straight to the new ticket, and you get a confirmation with the ticket number, such as `#ABC-123456`.
  </Step>
</Steps>

<Note>
  The `Open ticket` form has no file upload. To send screenshots or logs, open the ticket first, then attach them to a reply.
</Note>

## Replying and Attaching Files

Open a ticket to see the full conversation, oldest message first. Type your reply in the box at the bottom and click the send button, or press `Ctrl + Enter` (`⌘ + Enter` on a Mac).

To attach files, click the paperclip button or drag files onto the reply box.

| Limit | Value |
| - | - |
| Files per message | 5 |
| Size of each file | 4 MB |
| Total size per message | 8 MB |
| Allowed types | `png`, `jpg`, `jpeg`, `gif`, `webp`, `bmp`, `heic`, `pdf`, `txt`, `log`, `csv`, `json`, `yml`, `yaml`, `xml`, `conf`, `zip`, `gz`, `tgz`, `tar`, `7z` |

Files that support attaches to their replies can be downloaded from the conversation.

<Warning>
  Never send passwords, private keys or other secrets in a ticket.
</Warning>

If you open or reply to many tickets in a short time, you may be asked to wait a minute before sending more.

## Closing a Ticket

When your issue is solved, click the red close button next to the send button, then confirm with `Close Ticket`.

A closed ticket stays readable. If you need to follow up, just reply to it. Replying to a closed ticket opens it again.

## Frequently Asked Questions

<AccordionGroup>
  <Accordion title="Why can't my team member see the Tickets page?">
    Tickets belong to the account holder only. A team member who needs help should open a ticket from their own account, or ask you to open one.
  </Accordion>

  <Accordion title="The page says support is unavailable.">
    The console could not load your tickets. Try again in a few minutes, or open a ticket in the [client area](https://clients.advinservers.com/contact.php).
  </Accordion>
</AccordionGroup>

## Using the API

An API key can read tickets with the `View support tickets` account permission, and open, reply to and close them with `Write to support`. `Write to support` sends messages to our team in your name, so only grant it to keys you trust. The API also accepts attachments when opening a ticket, with the same limits as above.

```bash theme={null}
curl https://console.advinservers.com/api/v1/client/tickets \
  -H "Authorization: Bearer <YOUR_API_KEY>" \
  -H "Accept: application/json"
```

Use `GET /api/v1/client/tickets/departments` to find the `department_id` to send when opening a ticket. See the [API introduction](/api-reference/introduction) for how to create a key and for the full list of endpoints.


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