How Can I Create a New Support Ticket?

Question

How can I create a new support ticket?

Environment

The Fivetran Support Portal

Answer

To create a new support ticket, do the following:

1. Go to the Support Portal.
2. Click Contact Support.
3. Refine your issue type on the Submit a request page by selecting Product support, Account support, or Billing.
4. Complete all fields that populate based on your selection.
5. Review the suggested articles on the right that populate based on the information you provide in the Issue title field. If the suggested articles don't solve your issue, complete all fields, then click Next.
6. In the Severity of your issue field, select an appropriate severity level based on the impact on your business. Hover over the black i to see information about each severity level.
7. In the Provide alert shown field, provide descriptive information or text from errors, warnings, or alerts related to your issue.
8. In the Describe your issue in detail field, provide as much descriptive information as possible.
9. (Optional) Enter the email address of anyone you want to CC in your ticket.
10. In the Add attachments field, drag and drop or browse your files to include relevant screenshots or files. The accepted file types are listed below the drag-and-drop box.
11. Click Submit.

When you click Submit, we will provide you with a link to your ticket. To view all of your existing tickets, click My Cases. Learn more in our How Can I View My Support Tickets? documentation.