This article explains how CircleCI Server customers (and anyone with a CircleCI Cloud account) open a support ticket from the Support Center. The same steps apply for CircleCI Cloud.
Before you start:
Cloud customers: Sign in at app.circleci.com, then open the Support Center.
Server customers: First accept the invite to your company’s Cloud support organization and create or join that Cloud account. Prefer Log in (not Sign up) if that email already has a CircleCI account; use Log in with email if that is how you were invited. Full steps: How Server customers sign up/login for CircleCI Cloud support. Then open the Support Center while still signed in.
In short
Open the Support Center from app.circleci.com.
Click the chat widget (bottom-right) on support.circleci.com.
Choose Create a ticket and fill in the form.
Track updates in the messenger Tickets tab and the Customer Portal panel.
1. Open the Support Center
From the CircleCI app (signed in), open the Help menu in the top navigation (question mark icon) and choose Support Center.
2. Open the chat widget
On the Support Center, the submit-a-ticket form has moved into the chat widget. Click the chat icon in the bottom-right corner to start a request.
For SLA-based responses, stay signed in to app.circleci.com when you open the Support Center. Server and paid-plan customers should always sign in first so the ticket is tied to your organization and plan.
3. Create a ticket
In the widget, choose Create a ticket, then pick a type — for example Technical Issues for product support, or Billing and Invoicing.
4. Fill out the ticket form
Complete the required fields (email, title, description, urgency, and topic). Add build links when relevant, then submit.
After you submit, you should see a confirmation that the ticket was created.
How to check your tickets
In the messenger, open the Tickets tab (bottom of the widget) to see tickets you have submitted. The tab appears when you have tickets.
You can also use the Customer Portal panel on the Support Center home page to track tickets and conversations for your company. Use Tickets for your own submissions; use Customer Portal for broader company history when your contact is linked to that organization.
Do I need to be signed in?
Signed in at app.circleci.com: Your organization and support plan can be recognized (SLA applies where eligible). Ticket history appears in the messenger and Customer Portal. Your email is already associated with your account.
Not signed in: You can still submit a ticket by entering your email on the form, but you will not see ticket history or Customer Portal access, and plan-based SLA routing may not apply. Prefer signing in whenever you need history or SLA.
FAQ
Will our old support tickets appear in the new portal?
Yes. About the last 18 months of ticket history is migrated into the Support Center / Customer Portal for your organization. Older tickets are not shown there — keep past email threads for reference, or contact CircleCI Support if you need help locating an older case.
How do teammates get access to open and see tickets?
They need a CircleCI Cloud account in your company’s Cloud support organization (this is separate from your on‑prem CircleCI Server). An Org Admin invites them from that Cloud org’s Organization Settings → People. See How Server customers sign up/login for CircleCI Cloud support (Invite teammates and FAQ).
Why should we sign in before opening a ticket?
Signing in at app.circleci.com helps associate your ticket with your organization and support plan (including SLA where eligible) and lets you see ticket history in the messenger and Customer Portal. You can still submit without signing in by entering an email, but history and plan-based routing may not apply.
Related
How Server customers sign up/login for CircleCI Cloud support — accept the Cloud invite, sign up, or log in.