Create a ticket

Introduction

You can create support tickets in two ways: through the STACKIT Portal or through the STACKIT Help Center. Both submission paths route your request to the same system, so your ticket reaches the same support workflow regardless of where you start. To use either option, you must have a STACKIT user account.

Ticket categories

We differentiate between two main ticket categories: incidents and service requests:

• Use incidents to inform us about urgent, ongoing issues with STACKIT services that you are actively using. To do so, you must reference both an organization and a project in your ticket. This will make it easier for our support staff to understand the context of your issue and provide you with a faster and more accurate solution.
• Use service requests for less urgent cases, for example to ask for advice, request password resets, get help with account or project settings, clarify planned changes to configurations or product parameters, or to request additional consulting on STACKIT products. You can submit a service request without referencing an organization or project.

Support plans

You can subscribe to STACKIT Advanced or Ultimate Support based on your organization’s needs. To compare plans and find the right fit, visit our support plans documentation.

Creation process

Choose the method you prefer to create a support ticket. Both submission paths route your request to the same system, so you can expect the same experience and response times regardless of the method you choose:

Via Portal

1. Visit the STACKIT Portal and authenticate.

2. Select the affected project and region via the Resource Manager in the top bar.

3. Navigate to the affected product/service via the sidebar.

4. Click the question mark icon in the upper right corner and select Create a support ticket.

5. 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?

6. 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.

7. Submit the ticket.

Via Help Center

1. Visit the STACKIT Help Center and authenticate.

2. 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?
   • Do you have any suggestions for new products or features?

   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.

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 Portal or STACKIT Help Center.

Troubleshooting

If you are unable to create a ticket, contact the person that is responsible for managing your organization’s customer account and request the necessary support.help-center.ticket.create permission or support.ticket-creator role.

If you want to involve other people from your organization in a ticket, make sure to add them as participants. Sharing just the link to a ticket is not sufficient.

If you encounter other issues while working with tickets, check out our FAQ page. If you want to gain a deeper understanding of ticket management and access control, refer to our admin guide.