> For the complete documentation index, see [llms.txt](https://docs.hashsphere.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.hashsphere.com/support/raising-support-tickets.md).

# Raising Support Tickets

### Submit a Request

From any portal page, select **Submit a request** from the top bar:

<figure><img src="/files/463T31rk6WDboMflS0WG" alt=""><figcaption></figcaption></figure>

This opens the ticket creation form.

<figure><img src="/files/qxHnwvNZpdvE5mBLw0Gm" alt="" width="563"><figcaption></figcaption></figure>

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)

{% hint style="warning" %}
Do not share private keys, seed phrases, or unredacted secrets. Redact tokens and passwords.
{% endhint %}

The text entry has comprehensive formatting options, including code lines and code blocks:

<figure><img src="/files/MeM8WsWx6o6L7RBafzI1" alt="" width="563"><figcaption></figcaption></figure>

#### Business Impact

The Business Impact drop-down is used to indicate the urgency of the support ticket.

<figure><img src="/files/3QoICsdmPLnjyDZOievb" alt="" width="563"><figcaption></figcaption></figure>

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**.

<figure><img src="/files/yB4BGQ3KFjNsnBsZc3MG" alt="" width="563"><figcaption></figcaption></figure>

#### Attachments

<figure><img src="/files/vrYZJ5UOqDW7S5gkl4Oc" alt="" width="563"><figcaption></figcaption></figure>

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.

<figure><img src="/files/rvXmNK9pUxwFguSd1fWp" alt="" width="158"><figcaption></figcaption></figure>

You will receive a confirmation email.

### Next steps

<table data-card-size="large" data-view="cards"><thead><tr><th align="center"></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td align="center"><a href="/pages/VPI3ZXdEHcCUC285TpeH"><mark style="color:$primary;"><strong>Managing Support Tickets</strong></mark></a></td><td><a href="/pages/oflax6xdMks2tdadvibB">/pages/oflax6xdMks2tdadvibB</a></td></tr><tr><td align="center"><a href="/pages/itCVVvzjR4Xd1A8kgfL4"><mark style="color:$primary;"><strong>Support Overview</strong></mark></a></td><td><a href="/pages/itCVVvzjR4Xd1A8kgfL4">/pages/itCVVvzjR4Xd1A8kgfL4</a></td></tr></tbody></table>


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