Interact with Support Tickets via Lark

For customers subscribed to the Premium support plan, TiDB Cloud provides a ticket bot called PingCAP Support Bot in Lark, to support more comprehensive interaction and management of support tickets.

Note

The ticket support feature for Lark is available upon request. If you are interested in trying this feature, contact TiDB Cloud support at support@pingcap.com or reach out to your Technical Account Manager (TAM).

Interact with support tickets

After you create a support ticket in the PingCAP Support Group on Lark, the bot replies with the ticket link in the message thread.

lark-ticket-interaction-1

If you subscribe to the Premium support plan, you can use two-way information synchronization between Lark and the ticket system.

When a support engineer responds to your ticket, the response is synchronized to the Lark message thread. You can view the response and reply directly in the thread without visiting the support portal. Your replies are also synchronized to the ticket system.

With this capability, if you subscribe to the Premium support plan, you can quickly create, respond to, and manage tickets without leaving Lark.

lark-ticket-interaction-2

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.

Interact with Support Tickets via Lark