📩 Tickets

A cloud support ticket is a formal request raised to report an issue, request a service, or ask for help regarding cloud resources.

Create a ticket when you encounter service disruptions, need support, or require changes to your cloud setup.

Include the issue description, affected service, urgency level, screenshots/logs, and steps to reproduce the issue.

Tickets can be submitted via the cloud provider’s support portal, CLI tools, or integrated ITSM platforms like ServiceNow or Jira.

You can raise incident tickets, service requests, change requests, or inquiries depending on the situation.

Priority levels (Low, Medium, High, Critical) indicate the urgency and impact of the issue on business operations.

Yes, most systems allow you to add comments, upload files, or provide further details until the ticket is resolved.

Resolution times vary based on ticket priority, complexity, and SLA agreements with your cloud provider.

Authorized users, administrators, or support contacts within your cloud account or organization can raise tickets.

Tickets are categorized by type and urgency, then routed to relevant technical support teams based on service and expertise.

Support teams review the ticket, respond with next steps, and work with you to troubleshoot or fulfill the request.

Yes, many platforms allow reopening closed tickets within a certain time frame if the issue persists.

Visibility depends on permissions; some tickets can be shared with team members or made private.

Use the “escalate” option in your support portal or contact your account representative or technical account manager (TAM).

You can attach files like logs, configuration files, screenshots, or diagnostic reports for better clarity.

Some providers limit ticket volume based on support plan; check your plan details for limits and entitlements.

Yes, you can raise tickets for billing questions, cost breakdowns, quota increases, and invoice disputes by selecting the department.