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Support

The Support page at kuploy.app/support lets you create and manage support tickets with the Kuploy platform team. Your available support options depend on your current plan.

Your Support vs. Your Customers' Support

This page covers your support experience as a tenant — how you get help from Kuploy. For setting up support for your end-users, see Customer Support Setup below.

Support Tiers​

Each plan includes a different level of support:

PlanTierWhat You Get
HobbyCommunityDiscord community support only — no ticket creation
StarterEmailCreate support tickets at normal priority
GrowthAI AssistantAI-powered suggestions before ticket creation, normal + high priority
BusinessPrioritySLA-backed support, normal + high + urgent priority
EnterpriseDedicatedDedicated support contact, all priority levels including critical
tip

Your support tier can be customized by the platform admin independently of your plan. Contact the Kuploy team if you need elevated support for a specific situation.

Creating a Ticket​

  1. Sign in to kuploy.app
  2. Click Support in the Account navigation dropdown
  3. Click New Ticket
  4. Fill in the form:
FieldDescription
SubjectBrief description of your issue (required)
Categorybilling, technical, account, feature_request, or other
PriorityDepends on your tier (see table above)
MessageDetailed description of your issue (required)
  1. Click Create Ticket
Community Tier

If you're on the Hobby plan (Community tier), ticket creation is not available. Use the Kuploy Discord for support instead.

Managing Tickets​

Ticket List​

The support page shows all your tickets with:

  • Subject — click to open the ticket detail
  • Category and Priority labels
  • Date created
  • Status badge — Open, In Progress, Waiting on You, Resolved, or Closed

Use the status filter dropdown to narrow the list.

Ticket Statuses​

StatusMeaning
OpenNew or re-opened ticket awaiting support response
In ProgressSupport team is actively working on it
Waiting on YouSupport needs more information from you
ResolvedIssue has been addressed
ClosedTicket is complete — no further replies accepted

Replying to a Ticket​

  1. Open a ticket from the list
  2. Read the message thread
  3. Type your reply in the text area at the bottom
  4. Click Reply

When you reply to a "Waiting on You" ticket, it automatically re-opens to "Open" status.

Closing a Ticket​

Click the Close button in the ticket header. Closed tickets cannot receive new messages. If you need to follow up, create a new ticket.

Offering Support to Your Customers​

The same support ticket system is available inside each of your kuploy-cloud instances for your end-users. This means your customers can create tickets that you (the tenant admin) manage from the cloud dashboard.

How It Works​

Your Customer (end-user)
  └── kuploy-cloud instance → Support page
       └── Creates ticket → You see it in cloud admin

Support Tiers for Your Customers​

When you create plan templates for your customers (in Cloud Billing Setup), each template includes a Support Tier setting:

TierYour Customer Gets
CommunityDiscord/forum link only, no ticket creation
EmailCan create tickets at normal priority
AI AssistantAI-powered suggestions + ticket creation (normal + high)
PrioritySLA-backed tickets (normal + high + urgent)
DedicatedAll priorities, dedicated support contact info shown

Setting Up Support Tiers​

  1. Go to Customers → Plans in your kuploy.app dashboard
  2. Create or edit a plan template
  3. In the Features tab, select the Support Tier from the dropdown
  4. Save the plan template

The support tier is synced to your kuploy-cloud instances during the next license sync and takes effect immediately for organizations subscribed to that plan.

Managing Customer Tickets​

Customer tickets are visible in your kuploy-cloud admin dashboard under the Support section. As an admin you can:

  • View all tickets across all organizations
  • Reply to tickets (shown as "Support" in the thread)
  • Change ticket status
  • See which tier the customer was on when they created the ticket

Ticket Flow & Notifications​

When You Create a Ticket​

You create ticket on kuploy.app/support
  → Platform team is notified
  → Platform team replies → you get email notification + see reply in thread
  → You or the platform team closes ticket when resolved

When Your Customer Creates a Ticket​

Customer creates ticket on your kuploy-cloud instance (/account/support)
  → You see ticket in your cloud admin dashboard
  → You reply → customer sees reply in their support thread
  → Customer or you closes ticket when resolved
Notify your team when customers open or reply to tickets

Support ticket events ride the same notification-channel pipeline as billing events. For each channel you configure (Email, Slack, Discord, Telegram, Gotify, ntfy, Lark, custom webhook) you can opt in to:

  • Support: New Ticket — fires when a customer opens a ticket
  • Support: Customer Reply — fires when a customer replies (admin replies to themselves do not trigger this)

See Billing Notifications for how to add and configure channels. Both events are on by default for existing channels — disable per-channel if you'd rather keep ticket alerts elsewhere.

Managing Customer Tickets​

Customer tickets are visible in your kuploy-cloud admin dashboard under Support Tickets. You can:

  • View all tickets across all organizations
  • Filter by status
  • Reply to tickets (shown as "Support" to the customer)
  • Change ticket status (Open, In Progress, Waiting on Customer, Resolved, Closed)

Priority Guidelines​

PriorityWhen to Use
NormalGeneral questions, non-urgent issues
HighIssues affecting productivity but with workarounds
UrgentService degradation, blocking issues without workarounds
CriticalComplete service outage, data loss risk (Enterprise only)