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.

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.

Who can do what

Fours roleRead ticketsCreate a ticketEdit, comment, attach, close, and reopen
AdminYesYesYes
EditorYesYesYes
ViewerYesNoNo

A custom role grants the same actions through its support-ticket read, create, and edit permissions. See 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:

    FieldWhat to enter
    NameA short title for the issue, up to 300 characters. Required.
    DescriptionWhat happened and what you expected, in Markdown, up to 2,000 characters. See Write in Markdown.
    PriorityLOW, NORMAL, HIGH, or URGENT. Required.
    Task TypeTask, Bug, or Feature Request. Required.
    WatchersTeammates 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.

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:

ButtonShown when the ticket isWhat it does
EditAny status except DONE, CLOSED, and ARCHIVEDChange the Priority and the Watchers. A ticket’s name, description, and task type can’t be changed after it is created.
CloseAny status except DONE, CLOSED, and ARCHIVEDCloses the ticket as DONE.
ReopenDONE, CLOSED, or ARCHIVEDReopens the ticket as OPEN.
DetailsAny statusShows 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.

StatusSet byButtons and comment box on the ticket page
OPENYou, by creating or reopening the ticket, or the Fours teamEdit, Close, Add Comment
IN PROGRESSThe Fours teamEdit, Close, Add Comment
IN REVIEWThe Fours teamEdit, Close, Add Comment
BLOCKEDThe Fours teamEdit, Close, Add Comment
WAITING ON CUSTOMERThe Fours teamEdit, Close, Add Comment
PENDING DEPLOYMENTThe Fours teamEdit, Close, Add Comment
PENDING VERIFICATIONThe Fours teamEdit, Close, Add Comment
DONEYou, with Close, or the Fours teamReopen
ARCHIVEDThe Fours teamReopen

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 — and to AI assistants through the Fours MCP server.

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