How to create and manage support tickets

What This Article Covers

This article details the various methods available for creating support tickets and provides a comprehensive guide on managing your support requests through the Support Portal. It also explains the different access roles and permissions within the Support Portal.

Who Should Read This

This article is for any Astra user who needs assistance, has a query, or wishes to track the status of their support requests. It's especially useful for administrators who manage team access to the Support Portal.

Why This Matters

Knowing how to efficiently create and manage support tickets ensures you receive timely assistance from our support team. Understanding the Support Portal's features and roles allows for better organization of your support requests and streamlined communication, ultimately helping to resolve your issues faster.

Creating a Support Ticket

For timely and effective assistance, ensure your support ticket contains as much relevant detail as possible. This includes:

• Steps to reproduce the issue

• Screenshots

• Helpful information like target name, audit ID, URLs, or specific error messages.

The more context you provide, the faster our team can assist you.

You can create a support ticket using any of the following methods:

1. From the Support Widget

This is the quickest way to create a ticket directly from your dashboard.

1. Log in to your Astra dashboard.

2. Look for the support widget at the bottom right corner of your screen.

3. Click the widget and select the appropriate option under the "Submit a Ticket" section.

4. Fill out the form with the required details and submit your request.

2. From the Support Portal

You can also initiate a ticket directly from the Support Portal, which offers more comprehensive management features.

1. Log in to your Astra dashboard.

2. Click the support widget in the bottom left corner (next to your avatar).

3. Select "Manage Support Tickets".

4. In the support portal, click on "Create Ticket" and fill in the details.
   

   

3. By Email

For simple queries or when dashboard access isn't convenient, you can send an email.

• You can send an email directly to help@getastra.com. Our system will automatically convert your email into a support ticket, which you can then track from the Support Portal.

Support Portal

The Support Portal serves as your central hub for viewing, managing, and tracking all your support requests. From here, you can access open and past tickets, create new support requests, and—if you are an admin—manage your team’s access to the portal.

Managing Your Support Tickets

You can track and manage your existing tickets through the Support Portal:

1. Log in to your Astra dashboard.

2. Click the support widget in the bottom left corner (next to your avatar).

3. Select "Manage Support Tickets".

4. This will open the Support Portal where you can:

   • View all open and historical tickets.

   • Check the status of your requests.

   • Reply to or close tickets.

   • Create new support requests.

Understanding Support Portal Access and Roles

By default, all users are granted Member access to the Support Portal. Access levels control what each user can view and manage:

If you would like to elevate certain users to the Admin role or revoke access, please contact our support team at help@getastra.com with the names and email addresses of the users you wish to update.

Need help? Raise a support ticket anytime from your Astra dashboard.