---
title: "Create a support ticket"
description: "Raise a Cloud or Billing ticket with a severity, the affected service and resources, and attachments."
content_type: "how-to"
product: "tir-support"
platform: "TIR"
url: "/tir/tir-support/how-to/create-a-support-ticket/"
topic: ["tickets"]
---

# Create a support ticket

Raise a Cloud or Billing ticket so the support team can look into an issue. For a Sales question, see [Create a Sales ticket](/tir/tir-support/how-to/create-a-sales-ticket/).

## Before you begin

Collect the details of the issue: the steps you took, error messages, logs, affected IPs and domains, and the business impact.

:::caution
For your security, keep server credentials, passwords, private keys, and confidential access URLs out of tickets.
:::

## Create the ticket

1. In the side menu, select **Support**, then select **Create Ticket**.
2. Under **Ticket Category**, choose **Cloud** or **Billing**. See [Ticket categories](/tir/tir-support/#ticket-categories) for what each is for.
3. Choose a **Severity Level**: **High**, **Medium**, or **Low**. **Medium** is the default. **Low** is for **Cloud** tickets only.
4. Select the **Service** the issue is about. For a TIR issue, choose the matching service, such as **Instance**, **VM**, **Inference Service**, **Training Cluster**, or **Dataset Service**. To find a service quickly, search for it.
5. (Optional) Select the **Project** and one or more resources in **Resource**. See [Select the affected resources](#select-the-affected-resources).
6. Enter a **Subject** and a **Description** with the issue details from above.
7. (Optional) Add **Attachments**.
8. (Optional) For a **Cloud** ticket, add people to **CC**: users added through IAM.
9. Select **Submit Ticket**.

TIR gives the ticket number, and the ticket is listed in **Support Tickets**.

## Field rules

| Field               | Rule                                                                                            |
| ------------------- | ----------------------------------------------------------------------------------------------- |
| **Ticket Category** | Required.                                                                                       |
| **Subject**         | Required, up to 60 characters.                                                                  |
| **Description**     | Required, up to 6000 characters. A counter below it shows how many characters are left.         |
| **Severity Level**  | Required for **Cloud** and **Billing** tickets.                                                 |
| **Service**         | Required for **Cloud** and **Billing** tickets.                                                 |
| **Attachments**     | PNG, JPG, JPEG, or PDF; up to five files; 5 MB or smaller each.                                 |
| **CC**              | Shown for **Cloud** and **Sales** tickets. Up to 10 accepted IAM members for **Cloud** tickets. |

Use **High** severity for issues that affect production.

## Select the affected resources

After you choose a **Service**, select one or more of its resources in the selected project under
**Resource**.

## What happens next

The support team replies in the ticket. To read the conversation, [find your ticket](/tir/tir-support/how-to/find-your-tickets/). To answer, [reply to the ticket](/tir/tir-support/how-to/reply-to-a-ticket/). If creating the ticket fails, see [Troubleshooting Support](/tir/tir-support/troubleshooting/tir-support/).