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zitadel-knowledge-bot[bot]GitHubzitadel-knowledge-bot[bot] <296006658+zitadel-knowledge-bot[bot]@users.noreply.github.com>fcoppedeAutomatically generated PR resolving Knowledge Gap ID 66. **Thread ID:** manual-1788445047146 **Action:** UPDATE **Target Files:** 1 ### AI Summary > We need to add to the support page a section for a new feature that allows support staff to access a customer's instance to review logs, configurations and troubleshoot issues. ### Human Reviewer Instructions _No extra context provided._ --- 🤖 **Need adjustments?** Leave a comment below and tag **@zitadel-knowledge-bot** with your requested changes, and I will automatically update the files and push a new commit! --------- Co-authored-by: zitadel-knowledge-bot[bot] <296006658+zitadel-knowledge-bot[bot]@users.noreply.github.com> Co-authored-by: fcoppede <[email protected]>
57 lines
2.6 KiB
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57 lines
2.6 KiB
Plaintext
---
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title: ZITADEL Support
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description: "Submit a support request to ZITADEL's customer portal with required information for timely assistance."
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sidebar_label: Customer Support
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---
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<Callout>
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We describe our [support services](/legal/service-description/support-services) and information required in more detail in our legal section. Beware that not all features may be supported by your subscription and consult the [support states](https://help.zitadel.com/zitadel-support-states).
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</Callout>
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## General
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We always recommend first having a look at our [documentation](https://zitadel.com/docs), [discord chat](https://zitadel.com/chat) and [GitHub repository](https://github.com/zitadel/zitadel). You can also ask our AI assistant for help before contacting Support.
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## Support Request
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Create a new support request with the following information:
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- Subject
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- Detailed description
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- Attachments (Optional)
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- Ticket Priority
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- Ticket Category
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- Hosting
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- Affected Instance (Only for cloud instances)
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- Database Version (Only for self-hosted instances)
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After submitting the form, you will receive a confirmation email, and our team will be in touch with you shortly.
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## Instance Access for Troubleshooting
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To help troubleshoot issues, you can grant our support staff direct access to your instance to review logs, check settings, and provide configuration fixes. This feature is available exclusively to **Cloud customers on a Pro or Enterprise plan**.
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Support access is disabled by default. When enabled, it creates a dedicated Identity Provider (IdP) that strictly limits access to ZITADEL support staff.
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**How to enable support access:**
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1. Navigate to the **Customer Portal** and go to **Instances**.
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2. Select the instance that requires support.
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3. Turn on the **Support access** toggle.
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<Callout type="warning">
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**Important:** You must manually disable the **Support access** toggle once the troubleshooting activity is complete to revoke staff access.
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</Callout>
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<Callout type="info">
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If you have an active subscription, we recommend linking your GitHub and Discord accounts in the [customer portal support section](https://zitadel.com/admin/support). This helps us prioritize your GitHub issues and Discord threads more effectively.
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</Callout>
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