If you need help or have a query, our support team is here for you. This article explains the different ways you can raise a support ticket and how to manage your requests through the support portal.

Creating a Support Ticket

For timely assistance, please ensure your ticket contains as much relevant detail as possible. Include steps to reproduce the issue, screenshots, and any helpful information like target name, audit ID, URLs, or error messages. The more context you share, the faster we can assist you.

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

1. From the Support Widget

Log in to your Astra dashboard.
Look for the support widget at the bottom right corner of your screen.
Click the widget and select the appropriate option under the "Submit a Ticket" section.
Fill out the form with the required details and submit your request.

2. From the Support Portal

Log in to your Astra dashboard.
Click the support widget in the bottom left corner (next to your avatar).
Select "Manage Support Tickets".
In the support portal, click on "Create Ticket" and fill in the details.

3. By Email

You can also send an email directly to [email protected]. Our system will automatically convert your email into a support ticket which you can track fro the support portal.

Support Portal

The Support Portal is your central place to view, manage, and track all your support requests. From here, you can access open and past tickets, create new support requests, and—if you're an admin—manage your team’s access to the portal.

Managing Your Support Tickets

You can track and manage your existing tickets from the support portal:

Log in to your Astra dashboard.
Click the support widget in the bottom left corner (next to your avatar).
Select "Manage Support Tickets".
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:

Role	Permissions
No Access	Users with no access cannot log into the portal. Access can be revoked at any time by admins or by our support team.
Member	Members can see and manage only the tickets they have submitted. They cannot view tickets submitted by their coworkers, invite other users, or change user roles.
Admin	Admins can see and manage all tickets submitted by anyone in their organization. They can also invite additional users into the portal and manage teammate roles.

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