Support

Support is where you ask about anything in the platform — a request that failed, a realm, a client, a person — and follow the answer. It lives under Support in the console, and the headset in the top bar reaches it from every screen.

What it is for

A ticket is a conversation about one thing, and it points at that thing. Whoever answers opens the record straight from the ticket instead of asking which one you meant, and the record is also what decides who answers:

• Tickets about what your account administers — its realms, clients, users and the rest — reach your account’s administrators, the people who can change it.
• Everything else — a failure in the product itself, the plan, the bill — reaches the Authio team.

Use it when a request fails and the error does not explain why, when a record does not behave the way you expect, for a question about your account, or to suggest something the product should do.

Open a ticket

Four ways lead to a ticket, and each one opens it already pointed at what you were looking at:

Except from Support itself, the ticket opens in a sheet over the screen you are on, so you never leave it; Open the full page takes the same form to its own page. The ticket keeps the address of the screen it was opened from, so whoever answers can open the same screen.

1. 1

   Say what it is about

   Pick the Subject and say which one: the request ID for a request, the realm for a realm, the client ID or user ID and its realm for a client or a user, and the identifier for any other record. Opened from a record or an error, all of it is already filled in. For a request, the form shows what the platform recorded about it before you send anything.

2. 2

   Ask your question

   Write a Summary of 3 to 160 characters, which is what the lists show, and a Message of up to 10,000: what happened, what you expected and what you tried. Pick a Category and a Priority.

3. 3

   Choose who answers

   Under Send to, choose Account administrators or Authio team. See Who answers.

4. 4

   Open it

   Open ticket creates it and says who will answer. You receive an e-mail confirming it arrived.

What a ticket can be about

The subject is one of the things the console shows:

• A request takes its request ID: up to 128 letters, digits, -, _, : or ., as the error and the X-Request-Id header of every response carry it.
• A realm is picked among your account’s realms. A client or a user takes its ID and the realm it lives in.
• Any other record takes its identifier and the name the screen shows, so whoever answers recognizes it. The ones that live in a realm also take the realm, which sends the ticket to the account that owns it, and a group, consumer, key or webhook can name its client.
• The account, a session, the workbench, the subscription, the team, a screen and nothing in particular take nothing more.

A subject in a realm or client you cannot reach is refused, and the form says so under the field.

Who answers

The account the subject belongs to is your own for nearly every subject: a request, a realm, a user, the account, a screen or nothing in particular are all your account’s. The one exception is a client you administer on another account’s behalf, along with what that client holds: its ticket reaches the administrators of the account that owns the client.

When you are one of the administrators

Owners and admins answer their account’s tickets, so sending one to themselves would be asking themselves. A ticket an owner or admin opens about their own account goes to the Authio team whatever they choose, and the form says so: You are one of them. A client they administer on another account’s behalf is still the exception: that ticket can reach the other account’s administrators.

Escalate to the Authio team

While a ticket is with your account, its owner and admins can hand it to the Authio team with Escalate to the Authio team, from the ticket’s page. They must say what they found, which the team reads first.

• The Authio team answers from then on. Your account follows the ticket from the asking side, beside the person who opened it: it can still reply, close it or reopen it once resolved. The ticket stays in the Account inbox, and its page reads With the Authio team.
• Nobody holds the ticket any more, and one that was awaiting the requester or resolved goes back to Open.
• Internal notes are never shown to another side, so the team does not see the ones your account wrote. Put what it should know in the reason.
• A ticket already with the Authio team cannot be escalated, and neither can a closed one.

Follow a ticket

Support lists your tickets. Each ticket has a page of its own with the conversation, a box to answer and, for the side that answers, the controls to manage it; the page reads itself again every half minute, so the other side’s answer arrives on its own. Clicking a ticket on the list opens it beside the list, where you can read it and reply without leaving.

The list shows the tickets still open by default; filter by status, or search by number, summary, subject or person. With a realm picked in the top bar, only the tickets about that realm are listed and counted. Above the list, Waiting on you counts the tickets that wait on your answer in each list you reach; the headset in the top bar carries the same count, and the page of a realm, client, user or other record shows how many tickets about it are still open.

Statuses

• Whoever answers moves the ticket along the whole workflow, with an optional comment recorded beside the change.
• Whoever asked can close the ticket at any time, and reopen one that was resolved.
• A reply from whoever answers moves the ticket to Awaiting requester; a resolved ticket stays resolved. A reply from whoever asked moves a ticket that was awaiting them, or resolved, back to Open.
• Nothing closes a ticket on its own, and a closed ticket cannot be reopened.

Priority and category

The category is Question, Problem, Incident, Billing, Security, Feature request or Other. Both are chosen when the ticket is opened; afterwards, only whoever answers changes the priority, and the category stays as chosen.

Replies and internal notes

• A reply goes to the other side, which is told by e-mail or in the console, and hands it the turn.
• An internal note stays on the side that wrote it: nobody else reads it and nobody is told. Only the side that answers can write one, by switching on Internal note before sending.
• Replies, notes and the escalation reason take up to 10,000 characters each.

Who holds a ticket

The side that answers can hand the ticket to one person under Assigned to, or leave it with nobody. On your account’s side, that person is the owner or one of the admins; on the Authio team’s side, a member of the team takes the ticket themselves. Group the list by Assignee to see who holds what.

What the platform recorded about a request

A ticket about a request shows what the platform recorded under its request ID: on the form, as soon as the ID is filled in, and on the ticket’s page, under the conversation. It is looked up in the audit trail, which keeps every change made through the console and the Admin API, failed ones included, and then in the access log, which keeps sign-ins and token requests. You see only what belongs to your account.

• Request ID, with a button to copy it, and When.
• Call: the method and path, or the grant of a sign-in, and the outcome — the status code, succeeded or failed.
• Why it failed, when it did.
• Reached, Realm and Client: what the request touched, each a link to its page when you may open it.
• Made by: the person, credential or consumer behind it.

Reads, and sign-ins that fail before anyone is authenticated, leave no row, so the panel may find nothing. Send the ticket anyway: every request is in the platform’s own logs under its ID, and the Authio team can find it there. The caller’s IP address and browser are never shown.

Notifications

Internal notes, changes of priority and changes of assignee tell nobody. Only the person who opened a ticket is e-mailed about it; owners and admins who follow it from the asking side read it in the console. A new ticket or reply marked High or Urgent is raised as a warning.

Permissions

Reading Support takes support:read and opening a ticket support:write, which every account role holds; answering takes support:update, held by owners and admins. Developers and auditors see only the tickets they opened themselves. A ticket is opened on an account’s behalf, so a person who belongs to no account cannot open one. The Platform queue belongs to Authio’s operators and never appears for a customer account.

In a Dedicated environment

Members of an account on the Dedicated plan keep Support in the shared console, with the same roles. That is where they reach the Authio team, about the environment or anything else.

Your environment’s own console has a Support of its own, which works the same way with one difference: the platform there is your environment, not Authio. What its screens call the Authio team is your environment’s first administrator. Tickets sent to it, and tickets escalated to it, land in that administrator’s Platform queue and are e-mailed to their address; nothing leaves the environment. Its form offers no Billing category and no Subscription subject.

Next steps