How to submit a support ticket

Overview

LaunchDarkly provides two primary channels for customers seeking support:

• Chatting with our chatbot to create a ticket
• [Pro and Enterprise only] Opening a support ticket using our support form

While both options provide paths to submit a support ticket, engaging with the chatbot can provide you with immediate responses to product questions. 

Creating a support request from in-app

To create a support request from the LaunchDarkly application:

• To access the chatbot, click the question mark then Contact support.
• [Pro and Enterprise only] To access the support form, click the question mark then Create a support ticket.

Creating a support request outside the app

To create a support request from outside the LaunchDarkly application:

1. Navigate to the LaunchDarkly Support portal.

2. Select the method for contacting support:

   • To access the chatbot, click the chat icon in the bottom right.
     • To sign in with your LaunchDarkly account, click Sign in.
     • If you can't sign in, engage the chatbot, click I’m locked out of my LaunchDarkly account and proceed to answer the questions accordingly. Respond to the initiated email to proceed with the verification process.
   • [Pro and Enterprise only] To access the support form, click Contact support in the top right.

Alternatively, you can submit a support ticket via email to support@launchdarkly.com. However, we recommend prioritizing other methods mentioned above, as tickets submitted through email may not be subject to the same Service Level Agreement (SLA) response times.

Tips for submitting a request

When submitting a request, provide as much information as possible when filling out the ticket form. Some helpful details to include:

• Previous functionality: Did the feature work correctly before, or is this the first time you're implementing it?
• Troubleshooting steps: Describe what you have already tried to fix the issue.
• Documentation: Have you consulted any documentation to help resolve the problem? If so, please specify.
• Steps to reproduce: Provide a detailed list of steps that lead to the problem occurring.
• Special circumstances: Describe any unique circumstances surrounding the discovery of the issue, such as the first occurrence, frequency, business impact, and suggested urgency.
• Error messages: Provide the exact wording of any error messages you have encountered.

Accessing existing tickets

Follow this process to access all your LaunchDarkly support tickets:

1. From the LaunchDarkly Support portal, click Sign in on the top right.

2. If this is your first time signing into your LaunchDarkly Zendesk account, click the link by New to your LaunchDarkly Zendesk account? Sign up.

3. If you have previously emailed LaunchDarkly support, click Emailed us for support? Get a password and enter the same email address you used to contact LaunchDarkly support.

4. After you receive the password in your email, log in and click Manage your tickets to see your requests.

5. If you don’t see the My Activities page after logging in, click on your name in the upper-right corner, then click My Activities.

6. If you would like to view your entire organization’s tickets, submit a request to LaunchDarkly support.