{"article":{"id":"998a8c7ac1ba999a15de9ab7869f172a","categorySlug":"getting-started","slug":"support-tickets-chat","title":"Get help: tickets and live chat","excerpt":"Open a support ticket with attachments, follow replies in the portal and by email, or talk to our team over live chat — and see what happens when all agents are busy.","body":"There are two ways to reach the SprintCDN team from the control panel: support tickets and live chat. A ticket keeps everything about one request in a single conversation you can return to at any time. Live chat is for quick questions when you want an answer while you wait. Both are available from any portal page — tickets from the sidebar, chat from the round launcher in the bottom-right corner.\n\n# Open a support ticket\n\n1. Sign in to the portal and click **Tickets** in the sidebar.\n2. Click the blue **Create ticket** button in the left panel.\n3. Enter a short **Ticket title** that sums up your request.\n4. In **Describe your issue**, explain what you need. Include anything that helps us help you faster: the service or domain concerned, what you expected, and what happened instead.\n5. To add files, click the paperclip button and pick them from your computer.\n6. Click **Send**.\n\n![The Create ticket form: title, description, and the attach and send buttons](/assets/kb/support/new-ticket.png)\n\nYour new ticket opens immediately with the status **Open** and a ticket number such as TCK-20260712-4F8A2C. Quote this number whenever you refer to the request later.\n\n# Attach files\n\nYou can attach files when you create a ticket and with any later reply — a screenshot often explains a problem faster than a paragraph. Accepted file types are images, videos, text files, PDFs and Office documents, up to 50 MB each. Archives (for example .zip) and executable files are not accepted. Attached files appear under an **Attachments** heading in the conversation, with the uploader and date; click a file to download it.\n\n# Follow the conversation\n\nThe **Tickets** page lists all your tickets on the left, each with a status pill:\n\n- **Open** — waiting for our team.\n- **In progress** — our team is working on it.\n- **Waiting for user** — we need something from you; reply to continue.\n- **Closed** — the request is finished.\n\nSelect a ticket to read the conversation. Your messages appear on the right in blue; replies from our team appear on the left in gray. To answer, type in the **Write a reply...** box and press Enter (Shift+Enter starts a new line), or click **Send**. Replying sets the ticket back to **Open**.\n\n![A ticket conversation: your messages in blue, support replies in gray, and the reply box below](/assets/kb/support/tickets.png)\n\nWhenever our team replies, you also receive an email with a button that brings you straight back to the ticket — you do not need to keep the portal open. Once a ticket is **Closed**, the reply box is disabled; open a new ticket for anything further and mention the old ticket number in it.\n\n# Talk to us on live chat\n\nEvery portal page — and our public website — has a round chat launcher in the bottom-right corner. A green dot on the launcher means an agent is online right now; a gray dot means no agent is online at that moment.\n\nClick the launcher to open the **Chat with us** panel. When you are signed in, the chat starts right away, with quick choices for **Talk to Sales**, **Technical help** and **Billing question** — or type your own message and press Enter. While we connect you, the panel shows \"Connecting you to an agent…\"; when an agent responds you will see a typing indicator and hear a soft chime.\n\nIf you are not signed in (for example on the public website), the panel first asks for your email address and an optional name — then click **Start chat**.\n\n# If all agents are busy\n\nWhen no agent can join your chat, the panel switches to \"All our agents are busy\" and offers to turn the conversation into a support ticket instead. Check your email address, add your name if you like, and click **Create a ticket**. The panel confirms with the new ticket number, and everything you wrote in the chat is included — you never have to repeat yourself.\n\n\u003e We answer tickets created from a chat by email — keep an eye on the inbox you entered rather than the **Tickets** page.\n\nNew to the portal? See [A tour of the customer portal](/kb/control-panel-tour) for where everything else lives.","status":"published","position":4,"createdAt":"2026-07-15T11:11:28Z","updatedAt":"2026-07-15T11:11:28Z"},"related":[{"id":"6f3a33f842c086b21008407151508674","categorySlug":"getting-started","slug":"place-your-first-order","title":"Place your first order","excerpt":"Choose a plan, complete the three-step checkout, confirm your email and pay the invoice — your service activates automatically the moment payment clears.","position":1,"status":"published"},{"id":"b26a2e71300d15dfb15e78ba26217958","categorySlug":"getting-started","slug":"create-account-2fa","title":"Sign in and secure your account with 2FA","excerpt":"Sign in to the SprintCDN portal, reset or change your password, turn on two-factor authentication with recovery codes, and review your active sessions.","position":2,"status":"published"},{"id":"e943b6a8dd2ffe083415b6700803a26b","categorySlug":"getting-started","slug":"control-panel-tour","title":"A tour of the customer portal","excerpt":"Find your way around the SprintCDN control panel — the dashboard, every sidebar area, your account balance, the language selector, and your profile settings.","position":3,"status":"published"},{"id":"b87cfba0d55c2439bd4fddb57c126333","categorySlug":"getting-started","slug":"manage-api-tokens","title":"Automate with the API: personal tokens","excerpt":"Create a personal API token with the right scope and expiry, use it to authenticate your scripts, and revoke it the moment you no longer need it.","position":5,"status":"published"}]}