---
url: https://docs.zenavo.app/account/support
---

# Support Tickets

Use a support ticket when something on Zenavo is not working, or when you have a question about your account or bill. Tickets belong to a team: everyone in the team, including viewers, can read its tickets and answer on them. Nobody outside the team can see them.

## Open a ticket

1. Switch to the team the problem is in, and open **Support** in the sidebar.
2. Select **New ticket**.
3. Fill in the form:
   - **Title**: a short summary, up to 250 characters.
   - **Product**: Service / deployment, Server, Account, Template or Other. For **Service / deployment**, also choose the project and the service.
   - **Question type**: Bug report, Billing or How to.
   - **Description**: what happened, what you expected and what you already tried, up to 20,000 characters. [Markdown](https://commonmark.org/help/) is supported; **Preview** shows how it will look.
4. Select **Submit a ticket**.

::: warning Keep secrets out of tickets
Do not paste passwords, API keys or environment variable values. If a log contains one, remove it first.
:::

Files cannot be attached. Paste the relevant part of a log into a code block, or link to a page where we can see the problem.

## When you will hear back

How soon we first reply depends on the team's plan when the ticket is opened:

| Plan | Support level | First reply |
|---|---|---|
| Free | Community support | No committed time, we reply as soon as we can |
| Dev | Standard | Within 4 business days |
| Pro | Standard (faster) | Within 36 hours |
| Team | Priority | Within 24 hours |
| Enterprise | Dedicated | As agreed in your contract |

Business days run Monday to Friday in UTC and do not take public holidays into account; hours are calendar hours. A ticket keeps the level it was opened with, so changing plan does not affect tickets you already have. The form for a new ticket shows your level and how busy support is, and each ticket shows its own level and expected reply time.

When we reply, or when a ticket is marked resolved, the person who opened it gets an email with a link. Emails contain the ticket's title but not its messages, so read the reply in the console.

## Ticket status

| Status | Meaning |
|---|---|
| **New** | Support has not worked on it yet. |
| **In progress** | Support has replied. |
| **Resolved** | The problem is solved. Resolved tickets are folded away at the bottom of the **Support** page. |

## Reply and resolve

Open a ticket to read the conversation and reply. When the problem is gone, select **Mark as resolved**. If it comes back, reply on the resolved ticket and it opens again.

To prevent abuse, each person can open 10 tickets per hour and send 30 replies per 10 minutes.

## Availability

Tickets can only be opened from the console, with a verified email address; [access tokens](https://docs.zenavo.app/account/api-keys) cannot use them. A suspended team can still open tickets. Deleting a team also deletes its tickets.

## Product roadmap

The **Product roadmap** shows what we are working on and what customers have asked for. Open it from the sidebar of the **Support** area; **Back to console** at the top of that sidebar returns you to your projects. You need to be signed in to see it.

Suggestions are grouped by status:

| Status | Meaning |
|---|---|
| **Under review** | Approved for the roadmap; we are considering it. |
| **Planned** | We intend to build it. |
| **In development** | We are building it now. |
| **Completed** | It has shipped. |
| **Not planned** | We decided not to build it. |

### Suggest a feature

Select **Suggest a feature** and enter a title and a description ([Markdown](https://commonmark.org/help/) is supported). Each suggestion is reviewed before it is published. Until then it appears under **Your suggestions** as **Awaiting approval**, and only you can see it. If it is not accepted, it stays there as **Not approved**, still visible only to you.

::: warning Suggestions become public
Once approved, a suggestion can be read by every signed-in Zenavo user. Your name and email are never shown with it, but do not include customer names, passwords or API keys in the text.
:::

### Vote

Select the arrow beside a suggestion to vote for it, and again to take your vote back. Each person has one vote per suggestion. When duplicates are combined, the votes are combined too, counting each person once, and the link to the duplicate opens the suggestion that remains.

To prevent abuse, each person can send 5 suggestions per hour and change 120 votes per 10 minutes. Suggesting and voting need a verified email address, and [access tokens](https://docs.zenavo.app/account/api-keys) cannot use the roadmap.