Getting Support

Kuploy provides a built-in support ticket system so you can get help directly from your platform provider. Your available support options depend on your organization's plan.

Support Tiers

Your organization's plan determines what support features are available:

Tier	Ticket Creation	Priority Levels	AI Suggestions
Community	No (Discord/forum only)	—	No
Email	Yes	Normal	No
AI Assistant	Yes	Normal, High	Yes
Priority	Yes	Normal, High, Urgent	Yes
Dedicated	Yes	Normal, High, Urgent, Critical	Yes

info

Not sure which tier you're on? Check your plan details on the Billing page in your dashboard, or ask your platform administrator.

Creating a Support Ticket

1. Click Support in the dashboard navigation
2. Click New Ticket
3. Fill in the details:
   • Subject — a short summary of your issue
   • Category — choose the type: Billing, Technical, Account, Feature Request, or Other
   • Priority — select based on urgency (limited by your plan tier)
   • Message — describe the issue in detail
4. Click Create Ticket

Include Context

The more detail you provide, the faster the support team can help. Include:

• Steps to reproduce the issue
• Error messages (copy the full text)
• Which project/app is affected
• When the issue started

Tracking Your Tickets

The Support page lists all your tickets with their current status:

Status	What It Means
Open	Submitted and waiting for a response
In Progress	The support team is working on it
Waiting on You	The support team needs more information from you
Resolved	The issue has been addressed
Closed	Complete — no further replies

Filtering

Use the status dropdown to filter tickets by their current state.

Replying to Tickets

Open a ticket to see the full message thread. Type your reply and click Reply.

• If a ticket says "Waiting on You" and you reply, it automatically moves back to "Open"
• Admin replies are labeled Support in the thread
• System notifications appear as System messages

Closing Tickets

You can close your own tickets at any time by clicking the Close button. Closed tickets don't accept new replies — create a new ticket if you need further help.

Ticket Flow

When you create a ticket, here's what happens:

1. Your ticket and initial message are stored
2. The platform admin is notified
3. When the admin replies, you'll see their response in your ticket thread labeled as Support
4. If a ticket is marked "Waiting on You" and you reply, it automatically re-opens
5. Either you or the admin can close the ticket when the issue is resolved

Community Support

All plans include access to community support channels:

• Discord — join the community for peer help, tips, and discussions
• Documentation — this docs site covers all platform features

If your plan only includes Community support, you'll see a link to Discord instead of the ticket creation form.

Priority Guidelines

Choose the right priority to ensure appropriate response times:

Priority	Use When
Normal	General questions, minor issues, feature requests
High	Issues affecting your workflow with no easy workaround
Urgent	Service degradation or blocking issues in production
Critical	Complete outage or data loss risk (Dedicated tier only)

caution

Setting a higher priority than warranted may delay resolution of genuinely urgent tickets. Use your best judgment.

Related Pages

• Plans & Usage — Understanding your plan limits and features
• Teams & Access — Managing team members