Open a support ticket

Use the Help Desk to reach the Klastro support team about anything: a lab that misbehaves, an assessment, billing and credits, access to your account, a bug or a feature request. If the problem is inside a running lab, report it from the lab instead: the details of that lab are attached for you.

Before you start

• You need a Klastro account and must belong to an organization. Without one, the help desk answers Join or create an organization to use the help desk.
• Tickets belong to your organization, not to you alone. Anyone in the organization can read them in the Help Desk.

Raise a ticket

1. In the left sidebar, select Help Desk (the lifebuoy icon at the foot of the sidebar). Every member can reach it, whatever their role.

2. Select New ticket.

3. Fill in the form:

   Field	What to enter
   Subject	A short summary, 5 to 200 characters. Example: Terminal disconnects a few seconds after the lab starts.
   Priority	How urgent it is (see the table below). P3 — Normal is selected by default.
   Category	Lab environment, Assessment, Billing & credits, Account & access, Bug report, Feature request or Something else.
   What happened?	What you were doing, what you expected, and what happened instead. At least 20 characters.
   Screenshot	Optional. PNG, JPEG or WebP, up to 5 MB. Select Attach screenshot, or paste or drop an image into the form.

4. Select Send ticket.

A confirmation shows the ticket number (for example Ticket 10042 created). Replies arrive by email at the address on your account, and in the ticket thread in the Help Desk. Select Report something else to raise another ticket straight away, or Done to close the form.

Note

Your plan and your organization are attached to every ticket automatically, so you do not need to type them. If you close the form before sending, Klastro warns you that what you wrote will be lost.

Choosing a priority

Priority	Use it when
P1 — Critical	Production down or data at risk
P2 — High	A lab or assessment is blocked
P3 — Normal	Something is wrong but there is a way round it
P4 — Low	A question, or a request for later

Follow a ticket

The Help Desk page lists your organization’s tickets with their status: New, Open, Pending, Closed or Merged.

• Filter with the All, Open and Closed tabs, or by priority.
• Search by subject or ticket number in Search subject or number.
• Select a ticket to open its thread. Select Show attached context to see what Klastro attached when the ticket was created.
• Type in Reply to this ticket and select Send reply to add information: what you have tried, what changed, a session id.

Escalate a ticket

If the situation gets worse, open the ticket and select Escalate to P2 (the label names the next priority up). Each selection raises the priority one step. At the top, the button reads At P1.

Close a ticket

Once the problem is solved, select Close ticket from the ticket or from the list, then confirm with Close ticket. Anyone in your organization can still read a closed ticket, but only support can reopen it. If the problem comes back, raise a new ticket.

If the form does not work

Message	What to do
Please correct the highlighted fields.	Fix the fields marked in red: subject too short, description under 20 characters, or no category.
Attach a PNG, JPEG or WebP image. / Keep the screenshot under 5 MB.	Use another image format or a smaller capture.
Your session has expired. Sign in again and resend the ticket.	Sign in again; see Sign-in and account access.
We could not reach the help desk. Please try again in a moment.	Wait a moment and send again.
That ticket does not exist, or it belongs to another organization.	Check that the right organization is selected in the sidebar.