Tickets

The EMQX Platform ticket system makes it easy for users to contact technical support. Whether it's deployment issues, technical problems, or usage concerns, you can receive timely support. If you have new requirements, you can also submit a ticket for things like supporting a new region, changing deployment tiers, renewing deployments, transferring to an annual package, or requesting the activation of specific features.

You can access the ticket system by following these steps:

1. Log in to the EMQX Platform Console.
2. Click Tickets from the top menu in the upper right corner to enter the ticket list page.

Create a Ticket

1. Click the + New button at the top right.

2. In the pop-up dialog, enter the following information (fields marked with an asterisk are required):

   • Enter the subject of the ticket.
   • Choose Normal Ticket or Urgent Ticket based on the urgency of the issue.
   • Select the associated deployment from the dropdown (if applicable).
   • Provide a detailed description of the issue.

3. Click Confirm to submit the ticket.

View Ticket Details

Once you have created a ticket, you will be directed to the corresponding ticket details page. You can also click the subject name in the ticket list to access the ticket details page.

At the bottom of the page, you can describe and send your issue to communicate with technical support.

Newly created tickets have a default status of Open. Once the issue is resolved, the user can change the status of the ticket to Resolved using the button at the top right of the page. After technical support has addressed the issue, they can close the ticket. Conversations cannot continue in closed tickets. If needed, a new ticket can be created.