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# How to contact our support team with a ticket

Open a support ticket from the Help menu in the dashboard, include the right information, and learn about ticket statuses and our first-response target.

2 min readUpdated: October 23, 2026[Baca dalam Bahasa Indonesia](/help/hubungi-dukungan)

A support ticket is the fastest way to get help from our team, because it is linked directly to your account and organisation.

## Opening a ticket

1.  Sign in to the dashboard and open the **Help** menu (`/app/support`). Try **Find a quick answer** first; many questions are already answered in the help center.
2.  Click **Open a new ticket**.
3.  Enter a short, clear **Subject**. As you type, the **These might help** section shows relevant articles.
4.  Choose the best-fitting **Category**: **General question**, **Subscription & billing**, **Database backup**, **Object storage**, **Account & access**, or **Bug report**, then choose a **Priority**.
5.  Write your **Message** and click **Submit ticket**. Later replies are sent from the ticket page with **Send reply**.

If you cannot sign in to the dashboard, read [Forgot password](/help/lupa-password).

## What to include

-   What you did, what you expected, and what happened.
-   The exact error message as shown.
-   For backups: the server and job name, the run ID, and an excerpt of the **Agent log**.
-   For storage: the bucket name exactly as shown in the dashboard, the tool or SDK you use, and when it happened.
-   For billing: the order number or billing period.

Never send passwords, secret keys, API tokens, or your backup passphrase. Our team will never ask for them.

## Ticket statuses

Status

Meaning

**Open**

waiting for our team

**Awaiting your reply**

our team has replied and is waiting for information from you

**Resolved**

the issue is considered solved

**Closed**

the ticket is archived

When the issue is solved, you can mark it yourself with **Problem solved**. Tickets marked **Resolved** close automatically after 7 days. If the problem comes back before then, simply reply to the ticket and it reopens. For a ticket that is already **Closed**, open a new one.

## Response time

We aim to send a first response within 24 hours on business days. Questions that are complete from the start are usually solved faster.

## See also

-   [Backup failed](/help/backup-gagal)
-   [AccessDenied and SignatureDoesNotMatch](/help/access-denied)

Still need help?

Open a support ticket from the dashboard and our team will reply as soon as possible.

[Browse the docs](/en/docs)[Open a ticket](/app/support/new)