Request Support

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    You can request support through the Couchbase Cloud UI.

    Requesting Support Through the Couchbase Cloud UI

    Support tickets can be created and managed under the Support tab in the main navigation. A summary of the organization’s support tickets is displayed in table format.

    The 'Support' tab showing a table of multiple new support tickets.

    Support tickets can be viewed and created by any user with Organization View privileges.

    Support Ticket Summary

    The Support tab shows a summary of all the organization’s open and closed support tickets. The summary is displayed in table format, with sortable columns and a row for each bucket. You can click the Open Tickets and Closed Tickets panels to display just the open or closed tickets, respectively. To go back to seeing all open and closed tickets together, click Show all tickets.

    The support ticket summary displays the following information about each support ticket:

    Status

    The current status of the support ticket.

    ID

    A unique identification number for the support ticket, which can be used for reference in communications with Couchbase Cloud Support staff.

    Subject

    The subject of the issue, specified by the user who created the support ticket.

    Requester

    The organization user that was specified as the Requester when the support ticket was created.

    Updated

    The timestamp of the last activity associated with the ticket. Activity is classified as any updates made to the ticket by users in your organization, Couchbase Cloud Support staff, or Couchbase Cloud Support automation.

    Create a Support Ticket

    Support tickets can be created by any user with Organization View privileges.

    1. From the Support tab, click Create Support Ticket.

      This opens the New Support Ticket fly-out menu.

    2. Configure the necessary fields to describe your issue.

      Topic

      Use the drop-down menu to select an available category that best fits your issue.

      Subject

      Enter a concise subject that summarizes the overall issue and/or the type of support that you are requesting.

      Description

      Enter a detailed description of your issue.

      Production Impact (Optional)

      Use the drop-down menu to select the level of impact that the issue is having in your environment.

      Requester

      Enter the email address of the organization user that is to be recognized as the requester for the support ticket. This field automatically populates with the email address of the organization user who is creating the ticket, but it can be changed to any user in your organization.

      Project (Optional)

      Use the drop-down menu to select either the project that is associated with the issue, or the project that contains a cluster that is experiencing the issue. Note that only the projects of which you are a member will appear in this menu.

      Cluster (Optional)

      Use the drop-down menu to specify the cluster that is associated with the issue. Note that only clusters from the project that you selected in the Project drop-down will appear in this menu.

      SDK Type/Version (Optional)

      If the issue has to do with interactions between a cluster and your application, use this drop-down menu to specify the language and version of the Couchbase SDK that your application is using.

    3. Once you’ve finished filling out the necessary fields, click Submit Ticket.

      The fly-out menu will close and the newly-created ticket will appear in the support ticket summary.

    You can expect a response from Couchbase Cloud Support in accordance with the cluster’s Support Plan and Support Time Zone.