From 4394830184450f71431df33dd71dac143d368c4f Mon Sep 17 00:00:00 2001 From: Nikki Dag Date: Thu, 13 Nov 2025 07:14:56 -0600 Subject: [PATCH] Temporal support portal updates --- docs/evaluate/temporal-cloud/support.mdx | 47 ++++-------------------- 1 file changed, 8 insertions(+), 39 deletions(-) diff --git a/docs/evaluate/temporal-cloud/support.mdx b/docs/evaluate/temporal-cloud/support.mdx index 088d12b51c..45945f207b 100644 --- a/docs/evaluate/temporal-cloud/support.mdx +++ b/docs/evaluate/temporal-cloud/support.mdx @@ -109,42 +109,21 @@ We have an active [community Slack](https://temporalio.slack.com) and an active :::info The Temporal Support Portal is for Cloud customers only. -Other Temporal users (non-cloud) have full community access excluding the "support-cloud" channel. +Other Temporal users (non-cloud) have full community access excluding the "#support-cloud" channel. All Cloud customers pay for support as part of their plan. ::: -### Create an account for Temporal Support {#support-account} - -The Temporal Support Portal has a per organization setting to associate user emails based on the domain name. -For Temporal Cloud users, there is no need to manually create an account, as this included in the onboarding process. - -:::info - -This procedure applies only to Temporal Cloud customers whose contracts include paid support. -If you need assistance and don't have paid support, post your request in the [Temporal Community Forum](https://community.temporal.io) or the `#support-cloud` channel of the [Temporal workspace](https://t.mp/slack) in Slack. - -::: - ### Access Temporal Support 1. Go to [support.temporal.io](https://support.temporal.io/). -2. Log in using the company email address provided during your Temporal Cloud onboarding. - You can log in using one of the following methods: - 1. **Google Single Sign-On (SSO)**. - 1. Select **Sign in with Google**. - 2. Select the email address associated with your company. - 2. **Email and Password**. - 1. Enter your **Email** and **Password**. - 2. Select **Sign in**. -3. You will be presented with a screen where you can submit ticket. +2. If prompted, log in to Temporal Cloud using the same method you normally use (e.g., Google, Microsoft, email-password, or other methods). +3. You will be presented with a screen where you can view open and closed tickets for your Temporal account, as well as submit a new ticket. To request assistance from Temporal Support, see [Create a ticket](#support-ticket). ### Create a Ticket {#support-ticket} -To create a ticket for Temporal Support, you must have an [account](#support-account) with the same domain name as your Temporal Cloud account to create a ticket in the Temporal Support Portal. - :::info This procedure applies only to Temporal Cloud customers whose contracts include paid support. @@ -152,23 +131,13 @@ If you need assistance and don't have paid support, post your request in the [Te ::: -### Request Temporal Support assistance - -To request assistance from Temporal Support, create a ticket in the Temporal Support Portal: +To create a ticket in the Temporal Support Portal: 1. Go to [support.temporal.io](https://support.temporal.io/). -2. Use your Temporal Support credentials to sign in. -3. Choose **Create a ticket**. -4. On the **Submit a request** page, choose your issue. - Unless your request involves one of the specific areas listed, choose **Submit a Ticket**. -5. In the form, enter the details of your request. - **Subject** and **Description** are required. -6. If you specify **Priority** (available only on the default form), follow these guidelines: - - Select **Normal** for most issues. - - Select **High** only for issues to which your service-level agreement (SLA) applies. - If you're not sure, select **Normal**. - - Select **Page** only if you are experiencing a complete service outage and urgently need contact with an on-call support person. -7. At the bottom of the form, choose **Submit**. +2. If prompted, log in to Temporal Cloud using the same method you normally use (e.g., Google, Microsoft, email-password, or other methods). +3. Click the **Create Ticket** button in the top right corner. +4. On the **Submit a ticket** page, enter the details of your request into the form. **Name**, **Subject**, and **Description** are required. +5. At the bottom of the form, choose **Submit**. ## Developer resources {#developer-resources}