Support & Tickets #

When you need a hand from the Meldry team, open a support ticket from the dashboard. Tickets are private to you and your support agents.

Opening a ticket #

1. Click Tickets in the navigation bar.
2. Click New Ticket.
3. Fill in:
   • Subject — a one-line summary
   • Category — billing, technical, abuse report, etc.
   • Priority — low, normal, high
   • Message — describe what's happening, what you expected, and any error messages or screenshots
4. Click Create Ticket.

You'll receive an in-app and email notification when an agent replies.

Replying to a ticket #

Open the ticket from the Tickets list and type into the reply box at the bottom of the thread. Markdown formatting is supported (code blocks, lists, links).

Status #

Status	Meaning
open	Ticket is awaiting an agent or your reply
pending	An agent is working on it
resolved	The issue is considered fixed
closed	The ticket has been archived

You can re-open a resolved ticket within 7 days by sending a new reply.

Rating #

Once a ticket is resolved you can leave a 1–5 star rating. Ratings help us improve and route your future tickets.

When to use a ticket vs. the docs #

• Use the docs for "how do I…" questions.
• Use a ticket when something is broken, when you need a manual operation (e.g. a manual backup), or when you have a billing question that involves your specific account.
• For platform-wide outages, also check the public status page if your operator publishes one.

What to include in a good ticket #

• Your server subdomain
• The exact action you took
• The expected vs. actual result
• Any error message (full text or screenshot)
• The approximate timestamp (so support can find logs)

A clear ticket gets resolved much faster than a vague one.