--- title: FAQ description: >- Frequently asked questions about creating, tracking, and managing E2E Cloud support tickets for TIR. --- # FAQ **1. What ticket categories can I create?** You can create **Cloud**, **Billing**, or **Sales** tickets from the Support dashboard. --- **2. Why is Low severity disabled when I create a ticket?** **Low** severity is disabled for Priority Support accounts. Severity Level applies only to **Cloud** and **Billing** tickets. --- **3. Why don't I see Severity Level, Affected Service, or Affected Resource on my Sales ticket?** Sales tickets are routed as commercial requests, not technical issues, so these fields are not shown. Only **Subject**, **Description**, **Attachments**, and **CC** apply. --- **4. Why can't I add CC members to a Billing ticket?** CC is only available for **Cloud** tickets, where you can add up to 10 accepted IAM members. CC is not shown for **Billing** tickets. --- **5. What are the file type and size limits for attachments?** Attachments must be PNG, JPG, JPEG, or PDF. A ticket or reply can include up to 5 attachments, and each attachment must be 5 MB or smaller. --- **6. Can I reopen a ticket after closing it?** No. Closing a ticket cannot be undone, and **Feedback** is required at close time. If the issue recurs, raise a new ticket. --- **7. Why is Reply disabled on my ticket?** Reply is disabled when the ticket no longer accepts replies, or when your account does not have update permission on that ticket. --- **8. Why don't I see all tickets on the Support dashboard?** Ticket visibility depends on your account role and permissions. For example, Billing contacts may not see Cloud Platform tickets, and Technical Lead contacts may not see Billing tickets. --- **9. What if my Affected Resource isn't listed?** Select **Can't find my resource?**, enter the resource name, and select **Add**. If no resources are available for the selected service, the field shows **No available resources** and you can still add a custom resource name. --- **10. Is the Close Ticket action available for every ticket type?** No. **Close Ticket** is not shown for **SOC** and **Abuse** ticket detail pages. Closed tickets may also stop accepting replies after the portal reply window expires. --- **11. What can I do if the Support portal is inaccessible?** Email Cloud Platform issues to **cloud-platform@e2enetworks.com**. For high-priority follow-up after creating a ticket, use the Cloud Platform helpline: **+91-11-4117-1818**. --- **12. Is application-level debugging covered by Cloud Platform Support?** No. Application installation, configuration, or maintenance, debugging application code, OS-level performance tuning or kernel modifications, custom script development, and troubleshooting user-installed packages inside an instance or VM are excluded. See [Cloud Platform Support Scope](/docs/tir/support/support-ticket#9-cloud-platform-support-scope) for the full list of what's covered and excluded.