Open a Support Ticket on Tanzahost: Step by Step

Your project shows an error after a deploy, and the cause is not clear from the logs. You need someone on our side to look at it with you.

This post walks you through one ticket from start to finish. When you are done, your ticket is sent with its own number, it is listed under Tickets, and you know how to add more to it by email.

What you need before you start

• A Tanzahost account you can sign in to. You open the ticket from the dashboard.

• The name of the project the problem is about. If your question is not about a project, that is fine too.

• A short description of what happened, and what you expected instead.

Before you write: many problems have a fix already. Look up the message in errors, or read your app's logs. If you can't log in to the dashboard at all, use the contact page.

The steps

Asha runs a shop called duka on Tanzahost. After her last deploy the shop shows an error, and she expected the shop page to load. Here is the ticket she sends, step by step. The reference page for everything below is Support tickets.

Open Contact support from your profile menu

Open your profile menu in the top bar, then choose Contact support. The ticket form opens on the support page.

Write a Subject under New ticket

Under New ticket, write a Subject. It can be up to 200 characters. Asha writes "duka shows an error since this morning". One line is enough: name the project and what changed.

Describe what happened in Message

In Message, tell us what happened, and what you expected instead. This field takes up to 10,000 characters. Asha writes that after her last deploy the shop shows an error, and that she expected the shop page to load.

Put the exact text of the error in the message if you have it. You do not need to paste logs or screenshots of them, for the reason in the next step.

Choose the project under Project

Under Project, choose the project the problem is about. Asha chooses duka. If your question is not about a project, choose No project.

When you choose a project, we add details from your own account only:

• the account, who you are, and your role in it;

• the project's apps and their state;

• their last failed builds and deploys;

• their error lines from the last 24 hours, up to 20.

You don't need to copy logs or screenshots of them. We pick these ourselves, so nothing from another account can ever end up in your ticket. We never attach a variable or a password.

Choose Send ticket

Choose Send ticket. The page says Ticket T-2026-000123 sent. Every ticket gets its own number, so yours will read differently. We answer by email. Reply to that email to add more.

Find your ticket under Tickets

Under Tickets, the support page lists every ticket opened in the account, newest first, with its number, subject, who opened it, when, and whether it's Open or Closed.

Everyone in the account can open tickets and see them, whatever their role. Someone limited to some projects doesn't see tickets about the others.

Each person can open 5 tickets an hour. For more about an open one, reply to its email.

What to check that it worked

• The page says Ticket T-2026-000123 sent, with a number of your own.

• The ticket is at the top of Tickets, newest first, marked Open.

• Our answer comes by email. Reply to that email to add more to the ticket.

Mistakes people make and how to fix each

• A Subject longer than 200 characters. Keep the subject to one line and move the detail to Message, which takes up to 10,000 characters.

• A Message longer than 10,000 characters. Cut it down to what happened and what you expected. The rest can go in a reply to the ticket's email.

• Choosing No project for something that is about a project. Then we can't add the project's apps, its last failed builds and deploys, and its error lines. Reply to the ticket's email and tell us the project name.

• Pasting logs and screenshots of errors into Message. Not needed. We pick the project's error lines ourselves, up to 20 from the last 24 hours. Write the error text and leave the rest to us.

• Putting a variable or a password in the message, hoping we will read it from the project. We never attach a variable or a password, so it never reaches the ticket that way.

• Opening more than 5 tickets in an hour. The limit is 5 tickets an hour for each person. Reply to the email of the open ticket instead of starting a new one.

• Not finding a ticket you expected to see. Nothing is broken: someone limited to some projects doesn't see tickets about the others. Ask a teammate who can see the project to open it.

• Not being able to log in to the dashboard at all. Don't open a ticket. Use the contact page.

Next

• Errors: look up the exact message before you write.

• Logs: read your app's logs and find the error line yourself.

• Team: what each role can do in the account.

• Support tickets: the full page on tickets, the details we attach, and the hourly limit.

• Contact: for anything that stops you reaching the dashboard.