> ## Documentation Index
> Fetch the complete documentation index at: https://perfgrid.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Support tickets

> Open, read and reply to support tickets in the console, or write to us through the contact form without logging in.

Click **Support** in the [console](https://console.perfgrid.com) sidebar to see every support ticket of your billing account, whoever opened it. Tickets you send us by email show up there too.

To read tickets you need the **View support tickets** permission. To open, reply to or close them you also need **Open support tickets**.

![Support page with Open, Closed and All tabs and four tickets, one of them awaiting your reply](https://mintcdn.com/perfgrid/sWFJqnIUuIEWyOeE/images/console/support/support-tickets-list.png?fit=max\&auto=format\&n=sWFJqnIUuIEWyOeE\&q=85\&s=e902d37fa203cbbc19e94a1525a3e03d)

**Awaiting your reply**, on the list and on the ticket, means we answered and are waiting for you. The number next to **Support** in the sidebar counts these tickets.

## Open a ticket

**1. Start a new ticket**

On the **Support** page, click **Open a ticket**.

**2. Fill in the form**

Choose the **Department** and **Priority**, and under **About** the service or domain it concerns. Enter a **Subject** and your **Message**.

![Open a ticket form with your support PIN, Department, Priority, About, Subject, Message and Files](https://mintcdn.com/perfgrid/sWFJqnIUuIEWyOeE/images/console/support/support-tickets-new.png?fit=max\&auto=format\&n=sWFJqnIUuIEWyOeE\&q=85\&s=696c36e5fdbd280ce38a6a4987eaf1a5)

**3. Add files if you need to**

Under **Files**, add up to 5 images, PDFs, text, log or zip files, 10 MB each and 25 MB together.

**4. Send it**

Click **Open the ticket**. Our answer shows up on the ticket and by email.

> [!TIP]
>
> The form shows your support PIN. We may ask for it to confirm who you are. You also find it under **Support PIN** in the menu that opens when you click your name at the bottom of the sidebar.

## Reply to a ticket

Click the ticket in the list. Our messages carry a **PerfGrid** badge. Write your answer under **Reply** and click **Send reply**.

![A ticket with the client's question, an answer marked PerfGrid, and the Reply form below](https://mintcdn.com/perfgrid/rir3QY8n0k7qdkOi/images/console/support/support-tickets-conversation.png?fit=max\&auto=format\&n=rir3QY8n0k7qdkOi\&q=85\&s=43ce96d1d328eabfca93c99e67df2748)

When your question is answered, click **Close ticket**. Replying to a closed ticket opens it again.

The person who opened a ticket gets our emails about it. Other members can get a copy by choosing **Support tickets** on the [Notifications](https://perfgrid.com/docs/console/settings/notifications.md) page.

## Contact us without logging in

If you don't have a login, use the contact form at `https://console.perfgrid.com/contact`. Enter your **Name**, **Email address**, **Subject** and **Message**, and click **Send message**. A short automatic check that you are not a robot runs while you fill it in. We reply by email.

![Contact us form with Name, Email address, Subject, Message and the Send message button](https://mintcdn.com/perfgrid/rir3QY8n0k7qdkOi/images/console/support/contact-form.png?fit=max\&auto=format\&n=rir3QY8n0k7qdkOi\&q=85\&s=2e959833657bb8ea23509e0d07fb0f33)

If you are logged in and can open tickets, the contact form takes you to **Open a ticket** instead, so the ticket lands on your billing account.

> [!NOTE]
>
> If the support pages say tickets are not available right now, email [support@perfgrid.com](mailto:support@perfgrid.com) and we will help you.

## Related articles

* [Notifications](https://perfgrid.com/docs/console/settings/notifications.md)
* [Status page](https://perfgrid.com/docs/console/support/status-page.md)
* [Users and permissions](https://perfgrid.com/docs/console/team/members-and-permissions.md)


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