Support Guide

For help-desk staff who triage support requests and assist users on RAD. New to RAD? Start with Using RAD.

What you can do

• Handle support tickets on the Support Tickets tab of the Help page — view tickets raised through the Help form, update their status, add notes, and claim them.
• View the deployments of the customers whose open tickets are assigned to you, on the Deployments page.
• Restore a deployment's configuration that the retention policy has marked for removal, when its owner asks you to.
• Raise a ticket of your own on the Help page's Send Message tab.

If Support is your only role, you land on the Help page when you sign in; if your account also holds the User, Trainer or Partner role, you land on Solutions like any user, and the support queue is one click away on Help. Your top navigation shows Deployments, Pricing and Help, plus Credits and Solutions if your account also holds the User role. (Support Tickets is a tab inside the Help page, next to Send Message and My Tickets.) The Setup Requests tab is not part of the Support role — it carries partner revenue figures, so it is limited to administrators and Finance.

Handling support tickets

The Support Tickets tab on the Help page is your main workspace.

1. Click Help in the top navigation bar, then open the Support Tickets tab.
2. The list opens on the last 7 days and loads straight away. To look further back, change the From and To dates and click Load Tickets; both dates are required, and the range cannot exceed 366 days. You get the 100 most recent tickets in that range, so narrow the dates if you think you are missing older ones. You can also filter by status and by assignee (All assignees, Assigned to me, Unassigned), and download what you are looking at with Export CSV. Each ticket captures what a user submitted through the Help form.
3. Open a ticket to see its details.
4. Update the ticket status as you work it:
   • New — just received, not yet picked up.
   • In progress — you are actively working on it.
   • Resolved — the issue has been addressed.
   • Closed — the ticket is complete and needs no further action.
5. Add notes to record what you found, what you advised, or any steps you took. Notes keep the ticket history clear for you and your teammates.
6. Claim an unassigned ticket to take ownership of it, or Release one you hold if you picked it up by mistake. Claiming is also what gives you sight of that customer's deployments. You can claim only a ticket that is still open, and reopen only a ticket you hold. You cannot take a ticket off another agent or hand one to a colleague — ask an administrator or the finance team to reassign it. To be emailed when a ticket is assigned to you, switch on Support ticket assigned to me under your Profile's notification settings.

Where tickets come from

Tickets are created from the Help page.

• On the Help page, the Send Message tab is a contact form. When a user fills it in and submits, RAD raises a support ticket and emails the support team.
• The Contact Us link in the footer also goes to the Help page.

When a user asks how to reach you, point them to Help → Send Message (or the Contact Us footer link). Anything they submit there shows up for you on the Support Tickets tab. Raising a ticket needs purchased credits (a subscription or a top-up) only while credits are on sale — a user without any is shown a prompt to buy credits instead. While purchases are switched off, anyone may raise a ticket. Staff accounts — administrators, partners, finance, support, agents and trainers — are exempt and can always raise one, which includes you. Each user can raise up to 5 tickets in 24 hours.

A ticket raised from a failed deployment's Ask for help carries that deployment's ID, status and project tier, and What the platform already found: the known-failure explanation the customer was shown, any AI suggestion already generated for that build, and whether they saw it before filing. Such a ticket is filed as Technical unless the customer chose another category, and is raised to at least High priority when the deployment is in a production-tier project. Start from that diagnosis: the customer has already seen it and judged that it did not solve their problem, so repeating it back to them rarely helps. A deployment is attached only when the customer could see it themselves.

Many failures never reach you. When RAD recognises a failure it explains the cause on the failed step and in the failure email, AI Suggested fixes cover many of the rest, and before a ticket is sent the customer is shown what RAD already knows and asked whether it solves the problem. A customer whose deployment is stuck in progress can use Check status to correct it themselves, without a ticket.

Users can follow up on their own tickets: the My Tickets tab on the Help page shows each ticket they raised, newest first, with its status (New, In progress, Resolved or Closed). So the status you set is what the customer sees. Your notes are internal and are never shown to the customer, and neither is who the ticket is assigned to.

A user can also withdraw a ticket that isn't closed, to say no further work is needed. It closes straight away, and in Support Tickets the expanded ticket shows Withdrawn by the customer and when. Closing it ends the assigned agent's access to that customer's deployments, just as any close does.

Your ticket history is recorded

Every claim, release, reassignment and status change you make on a ticket is now recorded, with the time and who made it. Administrators use that history for a per-agent report: tickets assigned to you, resolved and closed, reopened, released, and how long you took from picking a ticket up to resolving it, against a target time for each priority. The clock starts when the ticket is assigned to you, not when the customer raised it, and restarts if the ticket moves to another agent. A ticket the customer withdraws while you hold it is counted separately — it is never held against you as unresolved, nor counted as a resolution. Editing notes alone records nothing.

Viewing deployments

The Deployments page lets you look up deployments when helping a user. You cannot reach the module Sync console — module management is for admins and partners.

1. Click Deployments in the top navigation bar.
2. The view is scoped to your own tickets: it lists the deployments of the customers whose tickets are assigned to you and still New or In progress. Claiming a ticket is what gives you sight of that customer's deployments; resolving or closing it takes that access away again, and reopening the ticket restores it. If you need a deployment that belongs to someone else's ticket, ask the agent holding it or an administrator. Your scope covers at most 29 customers at a time; if you hold open tickets for more, resolve or release some to see the rest. If nothing is in scope and Support is your only role, the page says No deployments and explains that customers' deployments appear while their open tickets are assigned to you.
3. Each row shows the module, deployment ID, the star rating, who deployed it, when it was created, how long it took, the status, and the action. There is no project or credits column — open the deployment for its project, and its Builds tab for what each build consumed.
4. Open a deployment to see its overview (with secret values removed), Build Status (live logs, with secrets masked), Builds (build history) and, for a lab deployment, its lab panel. The Outputs tab is not available to you: outputs can carry connection strings and generated credentials, so only the deployment's owner and administrators can read them — as with the deployment's configuration variables and any credentials the module generated. Ask the user for any value you need from there.

A Deleted deployment is listed for you only if its configuration is one the retention policy marked for removal — the kind you can restore (see below); other deleted records are left out, as they are for anyone who cannot act on them.

Use the deployment ID a user gives you to find their specific deployment and review its status and logs. Opening another user's deployment status, build logs, or credit history is recorded in the platform audit trail against your account. That's expected while you're working their ticket — it's why the reads are worth keeping to the tickets you hold.

Restoring a configuration marked for removal

When a deployment has been inactive for longer than the retention period, RAD marks its configuration (its saved settings and Terraform state) for removal and emails the owner. The email tells them to contact support if they want to keep it. Their cloud resources are not affected either way.

To restore it:

1. Claim the customer's ticket, so their deployments come into your view.
2. Open the deployment the ticket names. A banner says This deployment's configuration is scheduled for removal.
3. Select Restore, before the date in the customer's email.

The configuration goes back to how it was, and stays in RAD for another full retention period. If the deployment's resources had already been deleted before it was marked, it stays a deleted deployment: restoring keeps its settings, it does not recreate anything. Each restore is recorded in the audit log against your account. Once the date has passed, the configuration is gone and cannot be restored.

What support can't do

To set expectations clearly, the Support role does not include:

• Viewing or editing user accounts.
• Changing anyone's credits or roles.
• Connecting a GitHub repository or syncing modules.
• Updating, deleting, purging, cancelling, re-deploying or using Check status on anyone else's deployment, or reading its configuration variables, outputs or generated credentials — those stay with the deployment's owner and administrators. Restoring is limited to configurations the retention policy marked for removal (see above); a purged deployment can be restored only by an administrator.
• Seeing deployments platform-wide — only those of the customers whose open tickets are assigned to you.
• Setup Requests — administrators and Finance handle those.
• Acting on another user's behalf — there is no impersonation anywhere in RAD.

If a request needs any of these, route it to an administrator (or to Finance for credit adjustments).

Getting help

• For platform basics — signing in, navigation, credits, and how deployments work — see Using RAD.
• For your own questions, use the Help page: the Send Message tab raises a ticket, which lands on the same Support Tickets queue you work. Your own tickets are on the My Tickets tab beside it.