Create Tickets and Subscribe to Ticket Updates via Lark
For customers subscribed to the Enterprise support plan, TiDB Cloud provides a ticket bot called PingCAP Support Bot in Lark. This bot helps you create support tickets and receive updates directly from the support ticket system.
Create a support ticket
In the PingCAP Support Group on Lark, mention
@PingCAP Support Botand describe the problem in a message. Then, the bot will send you an ephemeral card message that is visible only to you.
In the card, enter the email address you use for the TiDB Cloud console in the Reporter field, fill in the other fields as needed, and then click Submit to create the ticket.
After the ticket is created, the bot replies with the ticket link in the thread. You can click the link to view ticket details in the PingCAP Help Center.
Subscribe to ticket updates
After you create a support ticket, you can receive ticket updates directly in the Lark PingCAP Support Group. When a support engineer responds to your ticket, the bot posts an update message in the group. The message includes the ticket title, a link to the ticket, and the latest comment.
FAQs
How can I check the status of my ticket?
Log in to the PingCAP Help Center with the email address used to create the ticket. You can view all historical tickets and their status for the current account.
Contact support
For help or questions, please contact our support team at support@pingcap.com.