Managing Your Apps
Support
In-app threaded support tickets for any question about your RepoCloud account, apps, billing, or domains
Support Tickets
RepoCloud provides an in-app threaded support ticket system reached from the Support tab of your dashboard. Open a ticket, link it to one of your projects, and talk to the support team without leaving the application. A ticket is text only: the form has no file field.
Creating a Ticket
Open the Support Tab
Click the Support tab in your dashboard, then New Ticket; it opens the form at repocloud.io/support/new. Both pages need a signed-in account; a visitor is sent to the login page.
Fill in the Details
- Category: select the topic that fits: Billing & payments, App/instance issue, Custom domain / DNS, Account & login, Pre-sales question, Feature request, or Other
- Regarding: required, but its first choice, “Other / general”, means no project. Every other choice is one of your projects, shown as the project name followed by the app name in brackets, newest first, whatever the project’s status
- Subject: a brief summary of your issue, 2 to 255 characters
- Message: describe your issue in detail, 2 to 8,192 characters of plain text
Open the Ticket
Click Open Ticket. Your ticket is created with Open status, a message says “Your support ticket has been opened. We will get back to you shortly.”, and the ticket page opens. An acknowledgement email titled
We've received your support ticket #<id>follows.
Ticket Statuses
| Status | Meaning |
|---|---|
| Open | The ticket was just created, or you replied last. It is awaiting a response from the support team |
| Answered | The support team has replied — check the thread for their response |
| Closed | The ticket is resolved. You can close a ticket yourself with Mark as Resolved (the button is not shown once the ticket is Closed), and you can reopen a closed ticket by sending a new reply |
Viewing and Replying
- All your tickets are listed on the Support tab, most recent activity first, with the columns #, Subject, Category, Regarding, Status, and Last Activity. Times are in UTC
- Click any ticket to view the full conversation thread; each entry is headed “You” or “RepoCloud Support”
- Type a reply in the Reply box at the bottom of the ticket page (2 to 8,192 characters) and click Send Reply to continue the conversation
- Replying to a closed ticket automatically reopens it
Email Notifications
When the support team replies to your ticket, you receive an email titled New reply on your support ticket #<id>. It carries no text of the reply, only a Read the Reply button that opens the ticket page. The email says “Please do not reply to this email — it isn’t monitored”, so a reply by email does not reach support: answer on the ticket page, where all communication stays in the thread.
Linking Tickets to Projects
Use the Regarding field to link a ticket to one of your projects. This gives the support team context about which deployment your issue relates to. If the project is later deleted, the ticket keeps the app and project names as they were when you opened it, as plain text, and the Regarding label is built from them.
Next Steps
Monitor all your instances
Try self-service troubleshooting steps first