# Raising Support Tickets
### Submit a Request
From any portal page, select **Submit a request** from the top bar:
This opens the ticket creation form.
Please fill in the fields as follows:
#### Subject
Provide a short, specific title. Keep it searchable.
* `HashSphere issue` is too vague.
* `I’m having difficulty ...` is too long. Save it for the description.
* `Dashboard access from provided link` is just right.
* Prefer a pattern like: `[Mirror Node] 500s on /api/v1/transactions (prod)`
#### Description
Provide enough detail for fast triage and reproduction. Aim to include:
* Description and symptoms of the issue
* The HashSphere components or services that are affected
* How you detected the issue
* What you tried to do to fix the issue, and the results
* The steps to take to recreate the issue
* Any relevant configurations
Include *exact identifiers* when you have them:
* Environment (prod/non-prod) and region
* Timestamps with timezone
* Transaction ID, account ID, contract ID, or topic ID
* Endpoint/URL, request ID, and HTTP status code (if applicable)
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Do not share private keys, seed phrases, or unredacted secrets. Redact tokens and passwords.
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The text entry has comprehensive formatting options, including code lines and code blocks:
#### Business Impact
The Business Impact drop-down is used to indicate the urgency of the support ticket.
Use the following guidance when selecting impact:
* **Critical** - Complete service outage or data corruption affecting production operations, causing immediate and severe business disruption with no available workaround.
* **High** - Significant degradation of service performance or functionality in production, substantially impacting business operations with limited or complex workarounds available.
* **Medium** - Partial loss of non-critical service functionality or moderate performance issues causing noticeable but manageable impact to business operations with reasonable workarounds available.
* **Low** - Minor issues or general inquiries about the managed service that have minimal to no impact on business operations or can be addressed through documentation.
#### HashSphere Services Impacted
Select the services impacted by the issue. If you do not see a service, select **Service Not Listed**.
#### Attachments
Attach any files that help diagnose the issue, in particular:
* Log files
* Configuration files
* Crash stack dumps
* Application architecture diagrams
### Submitting Tickets
Select **Submit** to create the ticket. The ticket is routed to a support agent.
You will receive a confirmation email.
### Next steps
