Create a ticket

1. Select Open a ticket on the Get help page (or Create ticket on Browse tickets). The page is titled Create a support ticket; fields marked * are required.
2. Type. Choose Help with a problem (the default) or Feedback or idea. See Send feedback or an idea below.
3. Organisation. With one organisation, it is shown and fixed. With several, choose one from Choose an organisation…; this is required. With none, the form shows No organisation yet and the ticket belongs to your account.
4. Site. Required. Choose Not applicable for account, billing or general questions, or one of the sites of the chosen organisation. The list follows the organisation, so choose the organisation first. If you chose another organisation, choose the site again. An account ticket can only use Not applicable.
5. Subject. Required, up to 200 characters.
6. Describe the problem. Say what happened, what you expected and the steps to see it. You can format the text and add screenshots (see below).
7. Optionally add copy recipients, then select Create ticket.

The ticket opens with the confirmation Ticket created. Sentinel Support replies here and by email. The form refuses a missing organisation, site or subject next to the field and keeps your description. If you create many tickets in an hour, you may be asked to wait; your text is kept. While you stay in the dashboard, an unsent description is kept if you move away and come back. It is lost if you reload the page or sign out. Discard draft removes it.

When you follow New related ticket from a closed ticket, the form says "This ticket follows" the earlier ticket. Select Remove link to create an unrelated ticket instead.

When you follow Create a ticket from a knowledge base article, the form says From article with the article's title, in place of the Site field. Select Choose a site instead to pick a site or Not applicable instead. If the article is removed before you send the ticket, the form says so and shows the Site field again; choose one and select Create ticket again.

Send feedback or an idea

Choose Feedback or idea as the Type to tell us about anything: a bug, a confusing screen, an improvement or a feature you would like. A link ending in /app/support/new?type=feedback opens the form with Feedback or idea already chosen. You can switch back to Help with a problem before you send.

• The form shows a short note: we usually release updates every week and try to act on feedback quickly, but we cannot promise that every request will be built or give a date.
• The description box is called Your feedback.
• For Site, choose Not applicable if your feedback is about Sentinel in general.
• The ticket works like any other: it opens with the usual confirmation and a thank-you line that repeats the weekly-release note, and you get the same emails and bell updates. The thank-you says nothing about when, or whether, your idea will be built.
• Sentinel Support sorts it as a feature request. You do not see categories, and Support can change it later.

Suggested articles

When the knowledge base is available, Suggested articles sits beside the form, or below it on a phone. Once the subject and description hold two or more words, it lists up to five articles that may answer the question, using what you typed and the organisation and site you chose. Each suggestion has a short line saying why it was chosen, such as "Matches your site's open security advisories" or "Matches the words in your request". The list updates as you write.

• Select a suggestion to read it in the panel. Back to suggestions returns to the list; Open the full article opens the article page.
• If it answers your question, select This answered my question. The panel then offers Discard draft, which removes your description and returns you to your tickets, or Keep writing, which goes back to the form.
• Suggestions never stop you creating the ticket. If they can't be loaded, the panel says "Suggestions aren't available right now. You can still create the ticket."

What you type is used only to find suggestions; it is not saved until you create the ticket. Where matching by meaning is on, the subject and the start of the description are sent to OpenAI to find suggestions (see Matching by meaning under Search and browse above and the Privacy Policy).

Formatting

The toolbar offers Bold, Italic, Link, Inline code, Bulleted list, Numbered list, Code block, Attach screenshot, Attach file, Undo and Redo. Use the Preview tab to see how the message will appear, then Write to go back. Other formatting is not supported. Invisible control characters in pasted text are removed, and the page tells you when that happens.

Screenshots

You can attach PNG or JPEG screenshots to a ticket description or a reply by pasting, dropping a file, or selecting Attach screenshot.

• PNG and JPEG images are accepted and normalized to metadata-free PNGs, preserving JPEG orientation. Animated images are refused.
• Each file can be up to 5 MiB, and each side up to 8192 pixels, with at most 20 million pixels in all.
• A message can hold up to 5 screenshots, 20 MiB in total.
• Sentinel re-saves each screenshot as a plain PNG and removes its hidden metadata.
• A screenshot you attach but do not send is removed after 24 hours. Remove one from the message with its Remove screenshot control, or delete it from the text.
• Each ticket can hold up to 100 MiB of screenshots, and each account up to 1 GiB.
• A refused file shows the reason beside it: wrong type, too large, too many, damaged, or a limit reached.

Screenshots are private. Only you (signed in) and Sentinel Support can open them. They are never shown to copy recipients, and a copied image address does not work for anyone who is not signed in as you or as Sentinel Support.

Log files and exports

Instead of pasting a long log or API response, attach it as a file. Select Attach file, or paste or drop the file into the message.

• You can attach PDF, .txt, .log, .csv and .json files, up to 5 MiB each. PDFs must be unencrypted and have no scripts, actions, forms or embedded files.
• Save diagnostic text files as UTF-8 text. Files with binary content, another text encoding or invalid JSON are refused with the reason beside the file.
• Screenshots and files share the limits: up to 5 per message and 20 MiB in total, 100 MiB per ticket and 1 GiB per account. A file you attach but do not send is removed after 24 hours.
• Attached files are listed under the message with their name and size. Select Remove next to a file to take it out before you send. A message can hold files and no text.
• Word, Excel, ZIP, HAR, SVG and other unsupported formats cannot be attached. PDF and diagnostic files are downloaded only when you select Download; their contents are not previewed.

Remove passwords, API keys, tokens and personal data from a log or export before you attach it. Files are private like screenshots. In the conversation each file shows its name, size and a Download button; Sentinel never opens, runs or analyses a file. Copy recipients cannot download files; the requester's email says how many files a message has and links to the ticket.

Email copies

Under the editor, Copy recipients (CC) lets you add up to 10 email addresses. Type an address and press Enter, comma or semicolon. Remove one with its Remove button. Each address gets its own email, so recipients do not see each other's addresses.

Copy recipients get email copies only. They cannot sign in to the ticket or open screenshots or files, and they receive the text only, with no images or files. Each copy has a Stop emails about this request link that opens a confirmation page. Copies already sent can't be recalled, and Sentinel Support can add the person again. A copy recipient's replies by email are not received.

Get help with a site

When the knowledge base is available, Get help with this site on a site page opens a panel, Get help with the site's name, on that page. Type your question in What do you need help with?, using two or more words. Suggested articles beside it lists articles that match the question and the site, for example its Drupal version or open security advisories. Open one to read it in the panel, as on the ticket form.

If none answers it, select Create a ticket. The ticket form opens with the site's organisation and the site chosen, and your question as the subject. Press Escape or select Get help with this site again to close the panel.

Browse your tickets

Support (/app/support) lists every ticket you can open, across all your organisations and your account, newest activity first. On a wider screen, each row shows the reference (SNTL-n), subject, site (or From article for a ticket created from a knowledge base article), organisation, status, created time and last update. On a phone, the status, organisation and last update stack under the subject; the created time is shown on the ticket.

Ticket references use SNTL- followed by the ticket number. Existing ticket numbers and links stay the same. Earlier messages and emails can still show SUP-.

• Search subject or SNTL-number: type words or a reference and select Search. Both SNTL-108 and the older SUP-108 find the same ticket if you can access it. Reference searches are not case-sensitive.
• Status: Any status or one status from the list below.
• Organisation: All organisations and your account, one organisation, or No organisation (your account) for account tickets.
• The list shows 25 tickets a page; use the page controls at the bottom. A saved link to a page that no longer exists, because you have fewer tickets now, opens the last page instead.

The filters are kept in the page address, so Back, a reload and a saved link keep them. If nothing matches, select Clear filters. With no tickets yet, the page offers Create ticket.

Read and answer a ticket

Select a ticket to open it. The header shows the reference and subject. The conversation is on the left. The right-hand column has three tinted cards: Ticket status, Details and Status history. On a small screen this column shows above the conversation. Details lists Organisation, Site, Created, Last update and Email copies. The organisation is shown as its name. The site is shown as its name, Not applicable, or A site that is no longer available; open it from Sites if you need it. A ticket created from a knowledge base article shows From article with the article's title in place of Site, or An article that is no longer available. An account ticket shows No organisation (your account) in place of the organisation. A ticket that follows an earlier one shows Follows with a link to it, also in Details.

• Conversation lists the messages oldest first, starting with your original request, with each author and time. New replies from Sentinel Support appear without a reload about every minute while the page is in front.
• Ticket status shows the current status and lets you close or reopen the ticket. See Close or reopen a ticket below.
• Status history lists each change, who made it (Sentinel Support, You or Automatically) and when.
• Reply is the message box. Write, add screenshots or copy recipients as for a new ticket, then select Send reply. Your reply appears in the conversation straight away. Email copies can take a few minutes; you do not need to send it again. If the page cannot confirm that a reply saved, check the conversation, then send again: retrying never posts it twice.
• Reply in Sentinel. Replies sent by email are not received.

If the copy list changed while you were writing (for example in another window), the reply is not sent. The page shows the new list; check it and send again.

Ticket statuses

Replying to a Pending customer or Resolved ticket reopens it as Open, and the page says so above the reply box. Replying to a Resolved ticket cancels its close date.

Confirm a fix

On a Resolved ticket, Is the problem fixed? shows when it closes automatically ("It closes automatically on … unless you reply") and Yes, it's fixed. Select it to close the ticket now. If it is not fixed, reply in the reply box instead.

The resolved email has the same two choices: Yes, it's fixed and Still a problem. Neither acts on its own, so a mail scanner opening the link changes nothing. Yes, it's fixed opens the ticket with the focus on Yes, it's fixed; you still select it. Still a problem opens the ticket with the reply box ready ("Tell Sentinel Support what is still wrong. Your reply reopens the ticket."). If you follow Yes, it's fixed and the ticket is already closed or no longer resolved, the page says so.

Close or reopen a ticket

You can close your own ticket at any time, for example when you no longer need help.

1. In the Ticket status card, select Close ticket. On a Resolved ticket use Yes, it's fixed instead.
2. The page asks "Close this ticket? Sentinel Support stops working on it. You can reopen it later." Select Confirm close, or Cancel to keep it open.

On a closed ticket, Ticket status offers Reopen ticket. It returns the ticket to Open and brings the reply box back. There is no time limit on reopening. Closing or reopening emails you and any confirmed copy recipients, and alerts Sentinel Support. Yes, it's fixed on a Resolved ticket works as before.

Closed tickets

A closed ticket takes no replies until you reopen it with Reopen ticket. This ticket is closed also offers New related ticket, which opens the create form with the same organisation and site and linked to the earlier ticket. If a ticket closes while you are writing a reply, the reply is not saved; the page keeps your text for the new ticket and asks you to add screenshots and files again.

Support updates in the bell

When Sentinel Support replies to your ticket or marks it resolved, the dashboard bell gets one entry for that ticket, titled Sentinel Support replied: SNTL-n subject, or Sentinel Support resolved: SNTL-n subject when it was marked resolved without a reply. It shows the organisation (or No organisation yet) and the status. A later reply updates the same entry and makes it unread again. Select it to open the ticket; opening the ticket marks the entry read. Only the person who created the ticket gets it, and it never contains the reply text. Support entries are personal, so they appear under All my organisations in Messages, not in a single-organisation view. They are not sent to Slack or webhooks. See Messages and alerts.

Support emails

When support email is switched on for the service, you receive these emails for your tickets. Each recipient gets their own email, with no Cc list.

• We've received your request, after you create a ticket.
• [Name] replied to your request, with any status change in the same email.
• Your reply was added to SNTL-n, a copy of each reply you send.
• Short notices when Sentinel Support moves a ticket into Pending customer or Pending production deployment, or moves it back from Resolved.
• Your request is resolved, saying when it closes automatically if you don't reply ("closes automatically from (within 15 minutes)", in your time zone), with Yes, it's fixed and Still a problem.
• Your request is closed, with Open a related request. A ticket closed by the seven-day rule says "It closed automatically seven days after it was resolved." If you closed it, it says "You closed it." Copy recipients see "The requester closed it."
• Your request was reopened, including when you reopen it yourself.

Copy recipients also get the reply copies and status emails above, text only, with no portal button or images.

Your email app may show the first confirmation separately from later updates. Open the ticket in Sentinel to read the full conversation. If an expected support email doesn't arrive, check your junk folder and mark it as not junk.

Reply in Sentinel, not by email.

When access ends or an account is deleted

Sentinel keeps a ticket, its messages, screenshots and copy recipients while the account that raised it and the ticket's organisation both remain open. Resolving or closing a ticket does not delete it.

• Deleting your account deletes every ticket you raised, including organisation tickets, once the normal 14-day deletion grace period ends. You can cancel until then.
• Deleting an organisation deletes that organisation's tickets after the same period. Members' tickets marked No organisation yet and tickets in other organisations stay.
• Access stops at once if your account is deactivated or scheduled for deletion, or if you leave or are removed from the ticket's organisation. You can no longer open those tickets. Support emails about them stop for you and for every copy recipient. An email already handed to the email provider cannot be recalled.
• Sentinel Support replies always show as Sentinel Support. They stay in your conversation if that staff member's account is later deleted.

See Delete an account or organisation and the Privacy Policy.

If Support does not work as expected