---
title: "Support Tickets"
description: "Submit and track support tickets to get help from the Edge Network team."
url: https://edge.network/docs/account/support/
---

# Support Tickets

Account & Support

# Support Tickets

Submit tickets, track progress, and communicate with the Edge support team directly from your control panel.

## Overview

The support system provides a direct line to the Edge team for technical issues, billing questions, and account assistance.
All communication is tracked in a threaded ticket format so nothing gets lost.

Access support from [Account → Support](https://edge.network/account/support) in your control panel.

## Creating a Ticket

- Navigate to **Support** and click **New Ticket**
- Enter a clear, descriptive **subject**
- Select the **category** that best matches your issue (CDN, Compute, DNS, Storage, Billing, Account)
- Set the **priority** based on urgency
- Describe your issue in detail in the **description** field
- Click **Submit Ticket**

Tips for faster resolution

- Include the specific resource affected (VM name, domain, bucket name)
- Describe what you expected vs what actually happened
- Include any error messages you're seeing
- Note when the issue started

## Priority Levels

| Priority | Use When | Target Response |
| High | Production service is down or severely degraded | Within 1 hour |
| Medium | Non-critical issue affecting functionality | Within 4 hours |
| Low | General question, feature request, or non-urgent issue | Within 24 hours |

## Ticket Statuses

Ticket statuses update automatically based on actions taken:

### Open

Your ticket has been submitted and is awaiting a response from the support team.

### In Progress

A support agent has replied and is working on your issue.

### Pending Resolution

The agent believes the issue is resolved and is waiting for your confirmation.
You can confirm it's resolved or reply if you still need help.
Tickets auto-close after 7 days if no response is received.

### Resolved

The issue has been resolved. You can reopen the ticket if you need further assistance.

## Replying to Tickets

Click on any ticket to view the full conversation thread. You can:

- **Reply** — Send a message to the support agent using the reply box at the top
- **Confirm resolved** — When the agent marks your ticket as resolved, confirm it's fixed or reply if you still need help
- **Reopen** — If a resolved ticket needs further attention, reopen it to continue the conversation

## Categories

| Category | Examples |
| CDN | Cache issues, SSL certificates, domain configuration, performance |
| Compute | VM connectivity, scaling, provisioning, OS issues |
| DNS | Propagation delays, record issues, zone configuration |
| Storage | Upload issues, access keys, bucket configuration, S3 compatibility |
| Billing | Invoice questions, payment issues, plan changes |
| Account | Team management, permissions, security, quota increases |

## See Also

[Alerts & Notifications Real-time infrastructure alerts](https://edge.network/docs/account/alerts) [Audit Log Track all account activity](https://edge.network/docs/account/audit-log)
[Back to Docs](https://edge.network/docs) [Need help?](https://edge.network/support)