Support shows the tickets your own tenants have opened with the support team (filterable by status), so you have visibility into what your customers report. If you yourself, as a partner, need help, use the “View my support” link (top right, and repeated in the notice below the title) — it opens your own support channel with the team, separate from your customers’. In both cases you actually have two tiers of help: the “Assistant” panel (the “Assistant” button in the console’s top bar) for immediate replies, and tickets — a written thread you can come back to whenever you want, with its own history.
If your customers open a lot of tickets, a “Load more” button shows up below the table to bring the next batch. The total count shown is always the real one, even if you haven’t loaded every page yet.
When a customer asks for more than their plan: “Capacity increase request”
Section titled “When a customer asks for more than their plan: “Capacity increase request””If one of your customers taps “Request” on hitting a limit of their plan (Manual 62, section 5), the ticket it creates shows up here, in your inbox, with the category “Capacity increase request”. Open it like any other ticket (previous section) to see a dedicated block with the structured detail of the request: which capability, how much they’re asking for, how much they have right now, and the date they requested it — never just free text you’d have to interpret.
Next to that block, a “View customer’s capabilities” button opens — without leaving the ticket — the same customer capabilities panel described in Manual 38, section 5, so you can resolve the request (increase the requested capability, within your own pool) without losing the ticket’s context.
Note — Example (reference)
The same block, with the same content, also shows up in your provider’s internal panel — only where it opens from changes. If your customer asks for 5 more flows and has 0 today, you’ll see: “Capability: Flows · Requested: 5 · Current: 0 · Requested on: …”.
Your own support
Section titled “Your own support”Going into “My support”, a notice reminds you that, if you need help right now, use the “Assistant” panel (the “Assistant” button in the top bar) for an immediate reply; if your case needs more follow-up, a ticket lets you come back to it whenever you want.
Procedure: opening and replying to your own ticket
Section titled “Procedure: opening and replying to your own ticket”- Tap “New ticket” and fill in Subject and Description — the same pattern as the rest of the support channels (Manual 28).
- Tap a row in the table to open its detail: the full description and the conversation with the support team.
- To add something, type in the reply box and tap Reply.
Result: your message is added to the ticket’s conversation, visible both to you and to whoever’s helping you.