Opening a support ticket from the dashboard
Open, track, and respond to SiteDetour support tickets from the in-app Support Tickets page.
Overview
SiteDetour's in-app support ticket system tracks every help request tied to your organization. Tickets are visible to everyone in your organization at Support Tickets. This article covers how to open and track a ticket.
Opening a ticket
- Go to Support Tickets.
- Click New Support Ticket.
- Fill in:
- Subject — short summary of the issue.
- Priority — Low, Medium, or High. Reserve High for production outages.
- Description — the full story. Include domain names, redirect IDs, and exact error messages.
- Submit.
Good tickets include a minimal reproduction: the exact URL that produced the issue, the response you got, and what you expected. Screenshots help.
Status labels
Tickets progress through four statuses:
- New — submitted, awaiting first response.
- In Progress — SiteDetour support is actively working on it.
- On Hold — paused pending more information from you.
- Completed — resolved.
The Support Tickets page groups tickets into columns by status.
Priority guidance
- High — a production redirect or domain is down or serving incorrect responses to real visitors. Response target: within the hour for paid plans, by end-of-day otherwise.
- Medium — a non-critical bug or missing functionality. Response target: 1 business day.
- Low — questions, how-to requests, feature suggestions. Response target: 3 business days.
Responding to a ticket
Click a ticket to open its thread. Add replies from the conversation box. Attach screenshots, logs, or configuration dumps. The ticket owner (usually the user who opened it) is notified by email on every reply.
Alternate contact paths
For critical outages when you cannot sign in:
- Email support@sitedetour.com from a verified email address.
- Use the Contact form on the marketing site.
Both alternate paths create a ticket under your organization; they're equivalent to filing one from the app.
Status page
For platform-wide incident visibility (not specific to your account), check status.sitedetour.com. Subscribe to SMS/email/RSS notifications for incident updates.
Next steps
