"Get help: docs search, the chat widget and support tickets"

When something does not work, you have three ways to get help, from fastest to most thorough: search these docs, ask in the support chat, or open a support ticket. This article shows each one and when to choose it, so you spend your time fixing the problem rather than hunting for the right door.

All three are free to use and open to every account. You do not need to be signed in to read the docs or to try the chat; tickets need an account so we know whose servers we are talking about.

Before you begin#

• Know what you have already tried. The more you can say, the faster someone can help: the server or site name, what you expected, what happened, and any error text.
• Never paste secrets. Do not put passwords, API tokens or private keys in a chat or ticket. The ticket form says so too. Describe the problem, and mask anything that looks like a secret.
• Check the status of the thing itself first. A server badge, a deployment log or a certificate message often explains the problem. Troubleshooting has checklists for the most common ones.

1. Search the docs#

The docs are at /docs on your SrvYard address. Every page has the same header.

1. Search. Opens the search palette. The shortcut shown on the button, Cmd+K or Ctrl+K, works from any docs page.
2. Ask AI. Opens the support chat (step 2).
3. Support. Opens your tickets (step 3). Console takes you back to the app.

Below the header, the categories (Getting started, Servers, Sites, Deployments, Databases, SSL, Runtimes, Monitoring, Teams & billing, API and Troubleshooting) run along the top and the pages of the current category fill the left column. At the end of each article you can say whether it helped (Yes or No), which tells us which pages to improve. Copy for LLM copies a page as Markdown for pasting into an AI assistant, and llms.txt lists every page for tools that read it.

1. The search box. Type two or three words from the error or the feature, for example 502 or certificate renew. Results appear as you type, each with its category on the right.
2. Popular. Before you type, the palette lists the most-read pages. Use the arrow keys to move and Enter to open one; Esc closes the palette.

2. Ask the support chat#

When search does not find it, press Ask AI in the docs header. The chat panel opens at the bottom right of the page; the round button at the corner opens and closes it too.

1. Ask AI. Opens the panel. It is titled SrvYard support, greets you with "Hi there, how can we help?" and says "We typically reply in a few hours."
2. Send us a message. Starts a conversation. Describe what you need. The first replies come from an assistant that answers from these docs; if it cannot help, the conversation can be passed to a person, and you keep the same thread.
3. Search for help. Searches the docs from inside the chat and shows matching articles without leaving the panel.

At the bottom, Home returns to the start screen and Messages lists your earlier conversations, so you can pick up where you left off. A chat is the quickest route for a "how do I" question or for a problem you can describe in a sentence.

3. Open a support ticket#

For anything that needs investigation (a certificate that will not issue, an invoice question, a server that stays in the wrong state), open a ticket. Choose Support in the docs header, or go to /support/tickets.

1. Open and the other statuses. Each ticket shows its subject, how many messages it has, the date and a status: Open (we have it), Resolved (we think it is fixed), Closed, or Awaiting your reply (we asked you something).
2. Awaiting your reply. The one that needs you. Open it and answer so the conversation moves again.

Press New ticket (top right, or in the left column) to start one.

1. Subject. One line that names the problem, for example Certificate for crm.acme-studio.example will not issue.
2. Priority. Low, Normal (the default) or High. Use High for a production outage.
3. How can we help? The message. A small toolbar offers bold, italic, links, lists, code and quotes; Cmd+Enter (Ctrl+Enter) sends. Say what you expected, what happened and the steps to reproduce it.
4. Add a file. Attach up to five files, such as a screenshot or a log. Remove anything that contains a secret first.
5. Submit ticket. Sends it. You can follow the replies on the ticket page.

From inside the app#

You do not have to leave the console to reach any of this. The Help button in the top bar of the app (the question mark) lists Docs, Support and Command palette, and the footer of every page links to Docs and Support too. Opening Docs from a page you are stuck on is often the quickest way back to the right article, because the docs are written around the same screens and labels you see in the app.

What to put in a good report#

• The organisation, server and site names involved, and roughly when it happened (the activity log shows exact times).
• The exact message you saw, copied rather than paraphrased.
• What you already tried, and whether it used to work.
• For a failed deployment, the failing step name from the deployment log.

Which one should I use?#

Use search when you know roughly what you are looking for: it is instant and shows the same pages we would point you to. Use the chat for a quick question, or when you cannot find the right words to search with. Use a ticket when the answer depends on your account or your servers, when you want to attach files, or when you want a written record you can come back to. If production is down, open a ticket with High priority and put the exact error in the subject so it is clear at a glance.

Troubleshooting#

• The chat panel does not open. Reload the page and press Ask AI again, or use the round button at the bottom right. If a browser extension blocks embedded widgets, allow this site.
• I cannot see my tickets. You need to be signed in. Choose Sign in in the docs header, then Support.
• I cannot tell whether anyone replied. Open My tickets: replies always appear on the ticket, and a ticket that needs you shows Awaiting your reply.
• An attachment is refused. Keep to five files and avoid very large ones. Compress logs first.
• The docs search returns nothing. Try fewer, more general words, or browse the category from the top bar. If a page you expected is missing, tell us in a ticket.
• I clicked the wrong priority. Add a reply to the ticket saying so; we read every message.

Related#

• Create your account, verify your email and set up two-factor: sign in before you open a ticket.
• A tour of the dashboard, sidebar and command search: the Help menu in the app.
• The server will not connect: the most common first problem.
• A deployment failed: what to look at before you write in.