# Support

Open **Support** to create and follow your own tickets when your installation has
the service enabled.

## Open a ticket

Give the ticket a clear subject and describe:

- What you were trying to do and what happened.
- The relevant Project, repository or Run identifier.
- The approximate time and the message shown by the platform.
- The steps needed to reproduce the problem, where possible.

Exclude passwords, private SSH keys, API keys and other credentials. Review
screenshots before attaching or sharing them.

Your support account may need time to link to the service desk. If your verified
contact information is missing, account linking waits until it becomes available.

## Follow the conversation

Open a ticket to read replies and send a message. A message can appear as pending
while the service desk receives it. Check delivery status before sending the same
message again.

Replies and ticket changes appear in the conversation while you are connected.
If delivery fails or the connection is interrupted, reopen the ticket to read
its current state.

## Close a ticket

Request closure when the issue is resolved. The ticket may remain closing while
pending messages are delivered and the desk confirms the change.