On this page
Every support conversation with Clouduxe is a ticket. You open it in the panel, replies land on the same thread, and the thread stays there to read back later.
Where to open one
Support tickets sits in the small group at the very bottom of the sidebar, under the account sections. That page lists your tickets, and New ticket opens the form. On a phone, Support is the fourth tab in the bottom bar.
Some pages link straight into the form with a service or an invoice already attached, for example a server's backups tab and an individual invoice. Those links pre-select Related to (optional) for you.
The form
The page is titled Open a new support ticket. Six fields, four of which you have to fill in.
| Field | Required | What it does |
|---|---|---|
| Department | Yes | Picks the queue the ticket lands in. |
| Priority | Yes | How urgent you are calling it. Defaults to Normal. |
| Related to (optional) | No | Attaches one of your services or a recent invoice. |
| Subject | Yes | At least 3 characters. |
| Describe the issue | Yes | At least 10 characters. |
| Attach screenshots or files | No | Up to 15 MB per file. |
Department
The department list is not fixed inside the panel. It is read from the current support configuration each time you open the form, so the queues in the picker are the ones that exist right now. The placeholder reads Pick a department, and Submit ticket stays disabled until you choose one.
Priority
Priorities come from the same configuration. The set built into the panel is:
- Low
- Normal
- High
- Urgent: service down
Normal is selected for you. Once the ticket exists the badge on it shows the short form, so a ticket filed as Urgent: service down reads Urgent in the list and on the ticket itself.
Related to (optional)
Two groups: Services, built from your own services, and Invoices, the newest 25. None is the empty option, and if there is nothing to link the picker says so.
This is the single most useful field on the form. Attaching the service removes the first round trip, which is nearly always "which server is this about?".
Subject and Describe the issue
Subject is a one-line summary, placeholder A short summary of the issue. The body placeholder spells out what belongs in it:
Include relevant URLs, error messages, what you've tried, and the affected service.
Attachments
Attach screenshots or files takes screenshots, logs, and config files, up to 15 MB per file. There is no limit on how many files you attach and no restriction on file type.
Files upload the moment you pick them, so a chip appears for each one before you
submit. Anything over the limit is refused with File is too large (max 15 MB).
What to put in the first message
Write the first message so it can be acted on without a reply asking for the basics. Five things carry almost all of the value:
- Which server. Set Related to (optional), or paste the IP and the name you gave the service.
- The exact error. Copy the text of it. "It says something about the network" and the line the client actually printed are different pieces of evidence.
- When it started. A date and a time with a timezone, not "this morning". If it is intermittent, say how often and when it last happened.
- What changed just before. A rule saved on the Firewall tab, a reinstall, a plan change, an update you deployed yourself.
- What you already tried, and what happened when you did.
If it is a connectivity problem, add who is affected: everyone, players on one network or in one country, or only you.
Service: fivem-1 (203.0.113.10)
Symptom: players time out at "Connecting..." since 2026-08-06 21:15 IST.
Exact error (client): Connection timed out after 30000ms
Changed just before: saved a Firewall rule setting Whole port, packets/sec
to 5000 on UDP 30120.
Tried: set it back to 0, restarted the server, still failing.
Scope: everyone, including me from two different networks.After you send it
Submitting confirms with Ticket opened. and drops you onto the ticket. The
thread shows each message with its author and a timestamp, our replies on the
left and yours on the right, with attachments as download chips.
To answer, use the Reply box at the bottom of the thread. Attach files adds files to that reply, with the same 15 MB per file limit, and Send reply posts it. Your message appears on the thread without a refresh.
The Ticket details sidebar carries Status, Priority, Department, Opened, Last activity, Messages, Attachments when there are any, and Ticket #. Quote that number whenever you refer to the ticket elsewhere.
Finding a ticket again
Support tickets lists your tickets with the most recently active first: the ticket number, the subject, the department, when it last moved, and its priority and status. A pill counting new messages marks replies you have not opened yet. The header search (⌘K) also finds tickets by subject or number, once you have typed at least two characters.
What each status means
| Status | What it means |
|---|---|
| Open | The ticket is live. This covers a brand-new ticket, one being worked on, and one waiting on your answer. |
| Answered | Someone on the team has replied to you. |
| Closed | The ticket is finished and the reply box is gone. |
One thing that catches people out: your own reply does not move a ticket to Answered. It stays Open until the team answers it.
Closing a ticket
Close ticket sits in the header of any ticket that is not already closed. It
ends the thread and confirms with Ticket closed. A closed ticket hides the
reply box and shows this instead:
This ticket is closed. Open a new ticket if you need further help.