Create a ticket

Prerequisites

To use our support request system, you need the following:

• You have a STACKIT user account: Create a user account
• You have one of the following project roles assigned:
  • owner
  • editor
  • support.ticket-creator

Create a ticket

Via Help Center

1. Navigate to the STACKIT Help Center and log in with your credentials.

2. (Preselected) On the left side, ensure that the tab STACKIT Public Cloud is selected.

3. Choose the type of issue you have.

   Raise an incident:

   • Do you experience bugs or glitches?
   • Are there any error messages?
   • Are some features not working properly or not at all?
   • Is a service or infrastructure no longer accessible?
   • Do you have trouble with a STACKIT product and need help?

   Raise a service request:

   • Do you need advice?
   • Do you need a password reset, user installations or other activities that have to be performed by STACKIT?
   • Do you need help with account or project settings?
   • Do you need more information while changing e. g. a configuration, a plan or other product parameters?
   • Do you have any improvement ideas or suggestions for our products?
   • Do you need further consulting on STACKIT products?

   Share your feedback & ideas:

   • Do you have any feedback on our existing products or services?
   • Do you have any suggestions for new products or features?

4. Provide as much information about your issues as possible, including any details or screenshots. The more data we have, the quicker we can assist you in resolving your issue.

   • Business Critical (checkbox): Is this a business-critical incident where essential business functions have completely or partially failed due to a disruption of a STACKIT Cloud Service?
   • Organization: Select your organization.
   • Project: Select your project.
   • Product (optional): Select the affected product.
   • Summary: Short and simple description of the issue. This field is context sensitive. Based on your input, it will provide you with articles from our STACKIT Docs that may be of additional help.
   • Description: Detailed description of the issue.
   • Attachment: Files or screenshots with additional information.

5. Submit the ticket.

Via Portal

1. To create a ticket via the STACKIT Portal, select the affected project and click the question mark icon in the upper right corner.

2. Select Create a support ticket.

3. Choose the type of issue you have.

   I have an incident:

   • Do you experience bugs or glitches?
   • Are there any error messages?
   • Are some features not working properly or not at all?
   • Is a service or infrastructure no longer accessible?
   • Do you have trouble with a STACKIT product and need help?

   I have a service request:

   • Do you need advice?
   • Do you need a password reset, user installations or other activities that have to be performed by STACKIT?
   • Do you need help with account or project settings?
   • Do you need more information while changing e. g. a configuration, a plan or other product parameters?
   • Do you have any improvement ideas or suggestions for our products?
   • Do you need further consulting on STACKIT products?
   • Do you have any suggestions for new products or features?

4. Provide as much information about your issues as possible, including any details or screenshots. The more data we have, the quicker we can assist you in resolving your issue.

   • Business Critical (toggle): Is this a business-critical incident where essential business functions have completely or partially failed due to a disruption of a STACKIT Cloud Service?
   • Organization (pre-selected): Your current organization.
   • Project (pre-selected): Your current project.
   • Product (optional): Select the affected product via its category.
   • Subject: Short and simple summary of the issue.
   • Description: Detailed description of the issue.
   • Attachment (optional): Files or screenshots with additional information.

5. Submit the ticket.

We will inform you via email when your request is being processed. You can always check your current tickets and their status in the STACKIT Help Center or STACKIT Portal.