Creating a Support Ticket

When you encounter issues with Server Scout or need assistance with server monitoring, our support ticketing system provides a streamlined way to get help. This guide walks you through creating and managing support tickets effectively.

Accessing the Support System

Navigate to the Support page using the main navigation menu at the top of your Server Scout dashboard. Click on "Support" to access the ticketing system where you can view existing tickets and create new ones.

Creating a New Support Ticket

To create a new support ticket, click the "New Ticket" button on the Support page. This opens the ticket creation form where you'll provide details about your issue.

Filling in the Ticket Form

Complete the following fields to ensure our support team can assist you effectively:

Subject Enter a brief, descriptive title for your issue (maximum 200 characters). Be specific but concise. For example:

• "Alert notifications not arriving for production server"
• "CPU monitoring plugin showing incorrect values"
• "Unable to add new server to monitoring dashboard"

Description Provide a detailed explanation of the problem you're experiencing (maximum 10,000 characters). Include:

• Steps you've taken before contacting support
• Any error messages you've encountered
• When the issue first occurred
• What you were attempting to accomplish

Category Selection Choose the most appropriate category for your ticket:

• General: Basic questions or guidance
• Server Monitoring: Issues with server metrics or monitoring functionality
• Alerts & Notifications: Problems with alert configurations or delivery
• Plugins: Plugin-related issues or questions
• Account & Billing: Subscription, payment, or account management queries
• Bug Report: Software bugs or unexpected behaviour
• Feature Request: Suggestions for new functionality or improvements

Priority Level Select the appropriate priority for your issue:

• Low: General questions or minor issues that don't affect operations
• Medium: Issues affecting functionality but with available workarounds
• High: Critical problems affecting server monitoring or business operations

Server Linking (Optional) You can optionally link a specific server to your ticket. This provides our support team with valuable context, including:

• Current server metrics and performance data
• Recent alert history
• Configuration details
• Plugin status and settings

Linking a server significantly improves response quality as our team can review your server's recent activity and identify potential causes.

After Submission

Once you submit your ticket, several automated processes begin:

Immediate Confirmation

Your ticket immediately appears in the ticket list with an "Open" status. You'll receive a confirmation email with your ticket reference number.

AI-Assisted Response

Within 5-10 minutes, our AI system generates an initial response analysing your issue. This response typically includes:

• Relevant knowledge base article suggestions
• Preliminary troubleshooting steps
• Additional information requests if needed

Support Team Notification

Our support team receives immediate notification of your ticket and begins reviewing the details, especially for medium and high priority issues.

Managing Your Tickets

Replying to Tickets

You can add follow-up messages to existing tickets by:

1. Clicking on the ticket from your ticket list
2. Scrolling to the conversation thread
3. Adding your reply in the message box
4. Clicking "Send Reply"

This keeps all communication organised within a single ticket thread, making it easier for both you and our support team to track the conversation history.

Understanding Ticket Status

Tickets progress through several status levels:

• Open: Newly created ticket awaiting initial response
• Waiting for Response: Support team has replied and is awaiting your feedback
• Resolved: Issue has been addressed and solution provided
• Closed: Ticket completed and archived

Best Practices

For fastest resolution, provide comprehensive initial information including error messages, screenshots where relevant, and specific steps to reproduce issues. The more context you provide, particularly by linking relevant servers, the more efficiently our team can assist you.

Regular communication helps maintain ticket momentum—respond promptly to support team queries to avoid delays in resolution.