Support Tickets and Usage History
Ask for assistance and reconcile the support time recorded for your account.
Who can use support
Open Support from the navigation or the Support button. The account’s effective support entitlement and your role determine whether you can open or reply to tickets. A view-only account can review the conversation and allowance without making changes. If the entitlement is inactive, ask the account owner to arrange Support.
Open and select a ticket
- Choose Open a new ticket. Give it a specific subject and describe the affected Client Server feature, expected result and actual error.
- Include the software version, time of the failure and relevant job or request ID. Add the available diagnostics or attachments only after reviewing them for sensitive data.
- Submit the ticket and select it from Support tickets to read replies and status.
The conversation is shared with the Client Area and installations linked to the same customer account. Record the ticket ID when following up. Do not include private keys, passwords, CA credentials or an unredacted state backup.
Read replies and ticket history
Review the assigned department, operator, status and conversation. Operator replies use a friendly username; legacy operators without one appear as Nexus. Use Reply while the ticket is open and your account has write access. Closed tickets and view-only accounts do not accept replies.
Ticket history records events and reasons. It is distinct from the support usage ledger. Use the message pager when a long conversation spans multiple pages.
Review Support Allowances and usage history
- Under Support Allowances, check the period, monthly allocation, used minutes and remaining time. Credited and onboarding minutes are displayed separately.
- Review the usage history to see the recorded reason, timestamp and time consumed or adjusted. Follow its ticket reference when available.
- For a discrepancy, cite the ticket ID, usage entry, timestamp and disputed duration in your reply. Keep the reason and supporting evidence specific.
Tracked engineering work is recorded when the engineer starts and finishes a support session. A completed session includes a support update and consumed time. Manual adjustments can record work that was not tracked by the timer and should carry a reason. The Client Server displays the account’s reported history; it does not edit the engineer’s timer or central allowance.
When the support service is unavailable, Last known support allowance is cached and shows its last refresh time. A cached balance is not a fresh usage statement. Refresh after connectivity returns before relying on it for reconciliation.