Opening a Support Ticket with Devtron

Opening a Support Ticket with Devtron

This guide provides step-by-step instructions for opening a support ticket with Devtron from Dashboard. By following these steps, you can easily log issues, track concerns, and receive timely assistance from the Devtron support team.

Prerequisites

Before opening a ticket, ensure you have:

  • Access to the Devtron Dashboard.

  • Clear details about the issue or concern you want to report.

Steps to Open a Support Ticket

1. Login to the Devtron Dashboard

  • Open a web browser and navigate to the Devtron Dashboard login page.

2. Navigate to the Help Section

  • Once logged in, locate the Help section in the dashboard’s navigation menu.

  • Click Help to view available support options.

  • In the Help section, go to the Enterprise Support subsection.

  • Click Open New Ticket to begin the ticket creation process.




3. Fill in Ticket Details

On the ticket creation page, provide the following information:

  • Contact Name: Your full name (or the name of the reporter).

  • Email: An official organization email for correspondence.

  • Category: Choose the most relevant category (e.g., Technical, Billing, Feature Request).

  • Priority: Select the urgency level (Low, Medium, High, Critical).

  • Subject: Write a brief, descriptive summary of the issue.

  • Devtron Reference Link: Link of the application/section on Devtron with the issue.

4. Describe the Issue

  • Use the description box to provide detailed information about the problem.

  • Include relevant logs, screenshots, or steps to reproduce the issue for faster resolution.

5. Submit the Ticket

  • Review all provided details to ensure accuracy.

  • Click Submit to log your ticket with the Devtron support team.

6. Await Response

  • Once submitted, the Devtron support team will review your request and take the necessary actions.

  • Monitor your registered email for updates, requests for clarification, or resolution steps.

Ticket Priority Levels (Must Be Defined Correctly)

Always select the most accurate priority. Misclassifying severity can delay resolution.

Level

Priority

Description

P3

Low

General inquiries about Kubernetes or Devtron functionality. Low-impact feature requests or best-effort support for third-party integrations.

P2

Medium

Issues affecting non-production systems or non-critical Devtron functionalities. Non-critical feature requests to enhance usability.

P1

High

Issues impacting production systems (non-business critical) or Devtron critical components in non-production environments. Blocking feature requests.

P0

Critical

Business-critical production systems down or Devtron core components down impacting production. Immediate attention required.

⚠️ Always describe the issue with sufficient detail and assign the correct priority level to ensure faster resolution.

Quick Resolution with Devtron GPT

Before opening a ticket, check if your issue can be resolved instantly using Devtron GPT:

  • Available directly in the Help section of the dashboard.

  • Provides immediate answers for troubleshooting, configuration guidance, and common how-tos.

  • Saves time by resolving frequently asked questions without waiting for a ticket response.

Use Devtron GPT as your first step, and raise a support ticket only if the issue persists or requires deeper investigation