# Contact support and follow a ticket

> Ask us a question from inside InfraNest and follow the reply in the same place — no email thread to lose.

Source: https://infranest.io/docs/support-tickets
Last updated: 2026-09-19

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Get help without leaving InfraNest, and keep the whole conversation — question, replies, and resolution — in one place.

## Overview
- Open a ticket, attach files, and get suggested help articles as you type.
- Follow replies right in the app, with a notification and (optionally) an email.
- Mark issues **Resolved**, reopen them if needed, and leave feedback that helps us improve.

## Open a ticket
1. Select **Support** in the menu, or **Contact support** where it's offered.
2. Select **New ticket**.
3. Give it a **Subject** and describe what's happening. As you type the subject, InfraNest suggests help articles that may answer it straight away.
4. Attach anything useful — images, PDFs or logs, up to 5 files of 10 MB each. You can drag, drop or paste them into the ticket.
5. Select **Send ticket**.

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## Follow the reply
1. Select **Support** to see your **Support tickets** list, with each ticket's status and an **Unread reply** dot when we've answered.
2. Select a ticket to open the conversation.
3. Type your reply and select **Send**.

You'll also get:
- a notification in the app, and
- an email — unless you've turned support-reply emails off in **My Profile → Notifications**.

## Resolve, or reopen a ticket
1. Once your question is answered, select **Mark resolved**.
2. If the same problem comes back within two weeks, reopen the ticket instead of starting fresh.
3. After two weeks, start a **New ticket** so the history stays readable.

> [!TIP]
When a ticket is marked **Resolved**, you can leave a quick 👍 / 👎 and a comment. It's optional, but it genuinely shapes what we fix next.

## Who can see what
- By default, you see only **your own** tickets.
- If your role includes permission to read all support tickets, the organization's **Support tickets** tab shows everyone's tickets — but replies are still sent from each requester's own view.

## Tips
- Start typing your subject before writing the full description — InfraNest may surface a help article that solves it instantly.
- If you emailed us before you had an account, that conversation is matched to you automatically once the email addresses agree.

## Troubleshooting
> [!NOTE]
"Support isn't available right now" means the support desk is temporarily unreachable — it does **not** mean your message was lost. Wait a moment and try again.