Create Tickets and Subscribe to Ticket Updates in Slack

For customers subscribed to the Enterprise support plan, TiDB Cloud provides a ticket bot called PingCAP Support Bot in Slack, to support quick ticket creation.

Create a support ticket

In the Slack support channel, you only need to mention PingCAP Support Bot and describe the problem in a message. Then, the ticket bot will send you a message with a Raise request button.

Click Raise request to open a form, fill it out according to the problem, and then click Create to submit the ticket.

After successfully creating the ticket, the bot will reply with the ticket link. You can click the link to view the ticket details in the PingCAP Help Center.

Subscribe to ticket updates

The Enterprise support plan supports subscriptions to ticket updates in Slack. When a support engineer responds to a ticket, a ticket update message will appear in the Slack channel. The message includes information such as the ticket title, ticket link, and last comment content.

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.