> For the complete documentation index, see [llms.txt](https://codemash.gitbook.io/codemash/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://codemash.gitbook.io/codemash/cloud/account/support.md).

# Support

Open a support case, follow the conversation, and resolve or close it.

**Where:** avatar menu → **Support** → **Open a Case** · `/account/support`, `/account/support/new`

**Support** keeps every case of your account with its whole conversation. Open a case when something is broken, billing looks wrong, or you need help.

<figure><img src="https://712692422-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHy372bqsaex2cqS3ikhL%2Fuploads%2Fgit-blob-c90043ffb5ba0d7edfe2bfd37840c948e718c33c%2Fsupport-1.png?alt=media" alt="Support screen with No support cases yet and the Open a Case button"><figcaption><p>No cases yet.</p></figcaption></figure>

## Before you start

* You need an account role that may handle support tickets (for example **Account Administrator** or **Support Manager**).
* Note the project id (`pr_…`) and any request id or error code you saw — they help a lot.

## Steps

1. Press **Open a Case**.
2. Fill in the form:

   | Field               | Required | What it does                                                                                                                                 | Example                                                                                |
   | ------------------- | -------- | -------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------- |
   | What is this about? | yes      | **Question**, **Bug**, **Incident**, **Billing**, **Security** or **Feature Request**.                                                       | **Bug**                                                                                |
   | How urgent is it?   | yes      | **S1 — Critical** (production down), **S2 — High** (major feature broken, no workaround), **S3 — Normal** (workaround exists), **S4 — Low**. | **S2 — High**                                                                          |
   | Project (optional)  | no       | The project the case is about, or **Not project-specific**.                                                                                  | `test`                                                                                 |
   | Subject             | yes      | One line.                                                                                                                                    | `Webhooks stopped delivering since yesterday`                                          |
   | What happened?      | yes      | What you expected, what happened instead, since when.                                                                                        | `Since 2026-10-05 18:00 UTC no webhook reaches https://hooks.acme.example.com/norbix…` |

   <figure><img src="https://712692422-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHy372bqsaex2cqS3ikhL%2Fuploads%2Fgit-blob-a472e3bc8aa79bc32dec2ddde4d82ae30b4bf607%2Fsupport-2.png?alt=media" alt="Open a Support Case form filled: Bug, S2 — High, project test, subject and message"><figcaption><p>The case form.</p></figcaption></figure>
3. Press **Open Case**.

## Result

Cloud shows **Support case has been opened** and opens the case page: the subject, the status badges (**Pending**, severity, kind), when it was opened, the project, and the conversation with your first message.

<figure><img src="https://712692422-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHy372bqsaex2cqS3ikhL%2Fuploads%2Fgit-blob-bc41eacb2905cf2fb621b25e9b1f0871d20b5335%2Fsupport-3.png?alt=media" alt="Case page: Webhooks stopped delivering since yesterday, Pending, S2, Bug, the first message, Reply box, Mark as Resolved and Close Case"><figcaption><p>The new case.</p></figcaption></figure>

To add more, type in **Reply** and press **Send Reply** (**Reply has been sent**). The list on **Support** shows every case with **Subject**, **Kind**, **Severity**, **Status**, **Opened**, **Messages** and **Last Activity**.

<figure><img src="https://712692422-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHy372bqsaex2cqS3ikhL%2Fuploads%2Fgit-blob-c63ecff31b8b89bcfad2314a47b8c7b5202bac33%2Fsupport-4.png?alt=media" alt="Case page with a second message from You"><figcaption><p>After a reply.</p></figcaption></figure>

<figure><img src="https://712692422-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHy372bqsaex2cqS3ikhL%2Fuploads%2Fgit-blob-51f6e431c615bfd79a0f617c472b9adb2fb2a95d%2Fsupport-5.png?alt=media" alt="Support list with one case: Bug, S2, Pending, 2 messages"><figcaption><p>The case in the list.</p></figcaption></figure>

## Change or remove it later

* **Mark as Resolved** — fill **What was the problem?**, **Symptoms (one per line)** and **What fixed it?** (plus **Extra detail (optional)**) and press **Confirm Resolve**.
* **Close Case** — closes it without a resolution.
* **Reopen Case** — on a resolved or closed case, write **Why are you reopening this case?** and press **Confirm Reopen**. When the reopen window has passed, the page offers **Open a new case** instead.
* Cases cannot be deleted.

## Do it from code

```ts
const { list } = await norbix.hub.support.getSupportCases({});
console.log(list.items.map((c) => [c.viewId, c.subject, c.status]));
// [["sup_4GFbPa6kfQhs5PqjuPAIzJ", "Webhooks stopped delivering since yesterday", "Open"]]
```

```sh
norbix hub support cases get
```

The client setup is on the [Account page](/codemash/cloud/account.md#use-it-from-code). API: the support endpoints have no generated reference page yet; see the [Account API](/codemash/api-reference/account.md) and the SDK's `norbix.hub.support` methods.