Support Hub

The Support Hub is available on Enterprise plans, but you can still contact Netlify Support on all plans, including free by email or our contact form. Learn more about other ways to contact Support.

You can manage your Netlify support requests directly from the Netlify dashboard. Create a ticket, follow its progress, review any issues across your projects, and reply to the support team without leaving Netlify. Team Owners can also view tickets created by other members of their team.

View support tickets

The Support Hub gives Team Owners more visibility into the tickets submitted by other Team members. Other members on your Netlify team can view the tickets they opened but not other people’s tickets.

Check your active support requests from your user settings at User settings > Support. The list shows your newest tickets first.

Create a ticket

1. Open the support ticket list.
2. Select Create ticket.
3. In the Subject field, enter a short summary of your request.
4. Optional: in the CC field, enter one or more email addresses to keep other people updated on the ticket.
5. In the Description field, enter the details the support team needs. The description supports Markdown.
6. Select Submit ticket.

After you submit the ticket, it appears in your ticket list with a status of Open.

Write a clear request

To help our support team resolve your request faster, please include:

• What you were trying to do and what happened instead
• The affected project, team, or domain
• Steps to reproduce the issue
• Any error messages, request IDs, or timestamps

Review and track your tickets

The ticket list has Subject, Requester, Status, Created, and Updated columns. Select a ticket to open it and read the full conversation, including replies from the support team.

Ticket statuses

Each ticket shows one of three statuses:

• Open: the support team has your request and is working on it
• Awaiting customer response: the support team is waiting on a reply from you
• Closed: the support team has resolved the request

Search and sort tickets

To find a specific ticket, enter a keyword in the Search tickets field.

To change the list order, use the sort menu. You can sort by Created date or Last updated, with the Newest or Oldest tickets first.

Filter tickets

Select Edit filters, choose your filters, then select Apply filters:

• Created by: show tickets from Me (tickets you created), CC’d (tickets that list you as a CC), or Team (go to View your team’s tickets)
• Status: show All statuses, Open, Awaiting customer response, or Closed

View your team’s tickets

If you’re a Team Owner, you can set the Created by filter to Team to find every ticket created by members of your team, not just your own. Use the Requester column to find out who created each ticket.

Note

Only Team Owners can use the Team filter. Members who aren’t Team Owners can access only the tickets they created or are CC’d on. Check Roles and permissions.

Reply to a ticket

When the support team replies to your ticket, you can respond directly from the Support Hub.

1. Open your support tickets.
2. Select the ticket you want to reply to. To find it, go to Search and sort tickets.
3. In the Reply field, enter your message. The reply supports Markdown.
4. Select Update ticket.

Your reply appears in the conversation thread, and Netlify sends it to the support team.

Other ways to contact support

You can contact Netlify Support on any plan, including Free plans:

• Support form: submit a request through the Netlify Support page. Select the topic that matches your request.
• Email: send your request to support@netlify.com. Use the email address associated with your Netlify account so the support team can find your account details.

For quick answers about using Netlify, you can also use Ask Netlify.

More resources

• Troubleshooting
• Roles and permissions