Paid Support: You can now respond to support threads from your Dashboard

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Customers with Paid Support plans can now respond to their open support tickets right from their Fly.io Dashboard. From the Support tab of your dashboard, click into any open thread, and you’ll now see an option to respond to that thread.

Previously users were able to create new threads via the dashboard and view existing ones from the portal, however replying to existing threads was only possible via email. This was unintuitive, and we’ve heard your feedback on it!

Users can of course still respond to tickets via email if they prefer, but this makes it more convenient for users that would like to manage everything via their dashboard.

Limitations

Currently the support portal only supports text replies. Adding file attachments isn’t possible at this time, but we’re working on it. If you need to send in an attachment, please reply to the thread via email

As of September 23rd, the portal supports uploading attachments. Users can submit up to 10 files, 6MB per message total.

Feedback

Let us know in this thread if there’s anything else you’d like to see added to the support portal, or if you run into any issues using the new reply functionality.

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The Support Portal now supports uploading attachments

We’ve just shipped support for attahchments to the portal. When replying to a thread from the portal, you’ll now see an Add Attachment button. You can add up to 10 files totaling 6MB per message.

Let us know in this thread if there’s anything else you’d like to see added to the support portal, or if you have any feedback on the attachment feature.

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