Support

Opening a ticket

Website

Support tickets are on the Support page (/support). A ticket can name one of your instances or backups as its Affected item, which you pick from a list. On a phone, tickets can be read but not replied to.

ghost

ghost support create \
  --category networking \
  --priority normal \
  --subject 'Public address is unreachable' \
  --message-file ./details.txt \
  --instance <INSTANCE_UUID>

A ticket may link to one owned instance, backup, ledger transaction, provider host, or provider incident. --instance can be swapped for --backup, --ledger-transaction, --host, or --provider-incident, whichever fits. --ledger-transaction takes an entry’s transaction_id from ghost --json account history.

Any activated renter or provider account can open a ticket.

• Gigahost checks that you own a linked item, so a ticket cannot link to another account’s items.
• A message of several lines is shown on several lines.
• File attachments are not supported yet. --message-file reads message text and does not upload the file.

Following a ticket

ghost support list
ghost support get <TICKET_UUID>
ghost support reply <TICKET_UUID> --message 'The issue still occurs.'
ghost support state <TICKET_UUID> closed
ghost support state <TICKET_UUID> open

These commands list tickets, read a ticket’s conversation in order, reply, close a ticket and reopen it.

State	Set by
open, closed	You
waiting, resolved	Support

• A reply to a closed ticket answers ticket_closed. You can reopen the ticket first and then reply.
• Ticket creation, simultaneous open tickets, message count, message bytes, and retention are bounded.