Interact with Support Tickets via Slack

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

You can use PingCAP Support Bot to create a support ticket in Slack:

You can also reply to the support ticket directly in Slack:

Interact with support tickets

In the Slack support channel, you only need to mention PingCAP Support Bot and describe the problem in a message. Then, the 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 submission, the bot will send a confirmation message in the thread, which includes the ticket link.

For customers subscribed to the Premium support plan, two-way information synchronization is supported between Slack and the ticket system.

The support engineer's comments on the ticket will be synchronized to the Slack message thread, and users do not need to jump to the support portal to view them. Users can reply directly in this message thread, and these replies will be synchronized to the ticket system.

In this way, customers subscribed to the Premium support plan can quickly create, respond, and manage tickets without leaving Slack.

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.