We're excited to announce support functionality is now available directly within the console. You can create, track, and manage support tickets without ever leaving the TeraSwitch portal.

Key Features

The new support experience includes:

  • In-Portal Ticket Creation: Submit and manage tickets directly from the console
  • Real-Time Updates: Stay informed with live notifications and inline ticket updates
  • Enhanced Collaboration: Add teammates via CC and keep stakeholders informed
  • Service Association: Link tickets to affected services for better context and tracking

Support Functionality

Create and Manage Tickets

Support (via Console UI)

Within the portal, you can:

  • Categorize your issue: Choose a category and issue type
  • Attach files: Include attachments with tickets and follow-up comments
  • Link affected services: Associate tickets with relevant services in your current project
  • CC additional recipients: Keep teammates and stakeholders informed

Track and Respond in Real Time

From the Support page, tickets open in an inline drawer so you can:

  • View full ticket details and conversation history
  • Reply without navigating away from the page
  • Receive real-time notifications via the portal header bell
  • Add comments with attachments, resolve, or close tickets
  • View and manage CC’d participants on each ticket

Access and Permissions

  • Requesters can view, comment on, and resolve their own tickets
  • CC’d users can view and comment on tickets but cannot change ticket status
  • Ticket lists display all tickets associated with your email address
  • The affected services dropdown is scoped to the currently selected project

Getting Started

To begin using support in the console, navigate to Support in the left sidebar. From there, you can view all accessible tickets, open any ticket in the detail drawer, or click Create Ticket to submit a new request.

We’re committed to making support more accessible and efficient. This update brings everything you need into one place—right inside the TeraSwitch console.