# Support Tickets

Raise a ticket with the Fours team, attach screenshots, and follow the conversation from the **Support** page of the Fours Console.

---

## Overview

Click the **(?)** icon in the console's top bar (its tooltip reads **Support**) to open the **Support** page. A red dot on the icon means your organization has a ticket that is `OPEN` or `IN PROGRESS`. The page has two tabs:

- **Support Tickets** — Fours' own ticketing system, for reaching the Fours team. This page covers it.
- **AWS Support** — cases you open with AWS through the AWS Support integration. See [AWS Support Cases](/aws-marketplace/support-cases/).

A **Help Center** link beside the tabs opens this documentation site.

Tickets belong to your organization, not to the person who opened them: everyone in it who can read tickets sees the same list, conversation, and attachments. You can also reach the Fours team at [support@suger.io](mailto:support@suger.io).

### Who can do what

| Fours role | Read tickets | Create a ticket | Edit, comment, attach, close, and reopen |
| ---------- | ------------ | --------------- | ---------------------------------------- |
| Admin      | Yes          | Yes             | Yes                                      |
| Editor     | Yes          | Yes             | Yes                                      |
| Viewer     | Yes          | No              | No                                       |

A custom role grants the same actions through its support-ticket read, create, and edit permissions. See [Account](/get-started/account/) for roles. Partner organizations that use the limited partner console don't have the **Support** icon.

---

## Create a ticket

1. Open the **Support** page and stay on the **Support Tickets** tab.
2. Click **New Ticket**, at the right end of the row of tabs.
3. In **Create New Support Ticket**, fill in the fields:

   | Field | What to enter |
   | ----- | ------------- |
   | **Name** | A short title for the issue, up to 300 characters. Required. |
   | **Description** | What happened and what you expected, in Markdown, up to 2,000 characters. See [Write in Markdown](#write-in-markdown). |
   | **Priority** | `LOW`, `NORMAL`, `HIGH`, or `URGENT`. Required. |
   | **Task Type** | `Task`, `Bug`, or `Feature Request`. Required. |
   | **Watchers** | Teammates to add to the ticket; they're shown on it as **Watchers**. Pick them by name or email. |

4. Click **Create**. It stays disabled until **Name**, **Priority**, and **Task Type** are set and the description is within its limit.

The new ticket is `OPEN` and appears at the top of the list, which is sorted newest first. To add a screenshot, paste it into the description as you write, or open the ticket afterwards and [attach it](#attach-an-image).

### Write in Markdown

The **Description** box and the comment box both take Markdown.

- **Edit** and **Preview** tabs sit above the box. **Preview** renders your Markdown so you can check it before you send.
- A toolbar on the **Edit** tab adds the Markdown for you: **Bold**, **Italic**, **Strikethrough**, **Code**, **Link**, **Bulleted list**, **Numbered list**, and **Quote**.
- **Paste an image** into the box to upload it and insert it where your cursor is. In a new ticket, **Preview** can't show a pasted image until the ticket is created.

The ticket page displays the description as Markdown, keeping the line breaks you typed. Click an image in it to see it at full size.

---

## Work a ticket

Click a ticket's **Name** in the list to open it. The **Search...** box filters the list, and the **Name**, **Priority**, **Status**, and **Create Time** headers sort it. The two icons at the end of a row open the ticket's full record as JSON and the **Edit** dialog.

The ticket page shows its priority, status, task type, and **Created** date, a **Due** date when the ticket has one, the **Creator**, the **Watchers**, the **Description**, and its **Attachments**. The comment box and the conversation are on the right.

### Comment on a ticket

1. Type in the comment box on the right. It takes Markdown, like the description.
2. Click **Add Comment**.

Comments can't be edited or deleted once posted. The comment box is disabled while a ticket is `DONE`, `CLOSED`, or `ARCHIVED` — reopen it to continue the conversation.

### Attach an image

Under **Attachments**, click **Upload an image (PNG, JPEG, GIF or WebP, up to 10 MB)...** and pick a file. A ticket takes images only — PNG, JPEG, GIF, or WebP, up to 10 MB each. Fours checks the file's contents, not just its name, and refuses anything else with a message that names the file and the reason. The image is added to the ticket once it uploads, and you can open or download it from the ticket page. Uploading works whatever the ticket's status. Other kinds of files attached to older tickets still open from the ticket page.

### Edit, close, or reopen a ticket

The buttons beside the ticket's badges depend on its status:

| Button | Shown when the ticket is | What it does |
| ------ | ------------------------ | ------------ |
| **Edit** | Any status except `DONE`, `CLOSED`, and `ARCHIVED` | Change the **Priority** and the **Watchers**. A ticket's name, description, and task type can't be changed after it is created. |
| **Close** | Any status except `DONE`, `CLOSED`, and `ARCHIVED` | Closes the ticket as `DONE`. |
| **Reopen** | `DONE`, `CLOSED`, or `ARCHIVED` | Reopens the ticket as `OPEN`. |
| **Details** | Any status | Shows the ticket's full record as JSON. |

---

## Ticket statuses

You open, close, and reopen a ticket; the Fours team sets every other status as it works the ticket. Solid arrows are actions you take in the console. Dashed arrows are the Fours team's usual changes; the team can set any status, so a ticket can move between any two of them, straight to `DONE` included.

```d2
direction: right
new: "New Ticket" { shape: oval }
open: "OPEN"
working: "Set by the Fours team" {
  progress: "IN PROGRESS"
  review: "IN REVIEW"
  blocked: "BLOCKED"
  waiting: "WAITING ON CUSTOMER"
  deploy: "PENDING DEPLOYMENT"
  verify: "PENDING VERIFICATION"
}
done: "DONE"
archived: "ARCHIVED"
new -> open: "you create it"
open <-> working: "Fours team" { style.stroke-dash: 4 }
open -> done: "Close"
working -> done: "Close"
open -> archived: "Fours team" { style.stroke-dash: 4 }
working -> archived: "Fours team" { style.stroke-dash: 4 }
done -> archived: "Fours team" { style.stroke-dash: 4 }
done -> open: "Reopen"
archived -> open: "Reopen"
```

| Status | Set by | Buttons and comment box on the ticket page |
| ------ | ------ | ------------------------------------------ |
| `OPEN` | You, by creating or reopening the ticket, or the Fours team | **Edit**, **Close**, **Add Comment** |
| `IN PROGRESS` | The Fours team | **Edit**, **Close**, **Add Comment** |
| `IN REVIEW` | The Fours team | **Edit**, **Close**, **Add Comment** |
| `BLOCKED` | The Fours team | **Edit**, **Close**, **Add Comment** |
| `WAITING ON CUSTOMER` | The Fours team | **Edit**, **Close**, **Add Comment** |
| `PENDING DEPLOYMENT` | The Fours team | **Edit**, **Close**, **Add Comment** |
| `PENDING VERIFICATION` | The Fours team | **Edit**, **Close**, **Add Comment** |
| `DONE` | You, with **Close**, or the Fours team | **Reopen** |
| `ARCHIVED` | The Fours team | **Reopen** |

Older tickets can still show `TODO`, which works like `OPEN`, or `CLOSED`, which works like `DONE`. **Upload an image...** and **Details** are available in every status.

Priorities are `LOW`, `NORMAL`, `HIGH`, and `URGENT`; task types are `Task`, `Bug`, and `Feature Request`.

---

## Use the API

Support tickets are also available in the Fours API — start with [Create Support Ticket](/api/create-support-ticket/) — and to AI assistants through the [Fours MCP server](/mcp/tools/).

---

## Related Documentation

- [AWS Support Cases](/aws-marketplace/support-cases/) — the **AWS Support** tab on the same page
- [Navigate the Fours Console](/get-started/navigate-console/) — where the Support page sits in the console
- [Account](/get-started/account/) — users, roles, and permissions