> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.itential.com/itential-cloud/resources/get-support/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.itential.com/_mcp/server.

# Get support

Get help with Itential Platform through the Service Desk.

## Before contacting support

Check these resources first:

* [Documentation home page](/)
* [Frequently asked questions](/itential-platform/faqs)
* [Release notes](/itential-platform/release-notes/changelog)

## Access Service Desk

Service Desk requires an Itential Service Desk (ISD) account.

**Don't have an account?** Contact your Itential account representative to request access.

**Have an account?** Sign in at [https://itential.atlassian.net/servicedesk/customer/portals](https://itential.atlassian.net/servicedesk/customer/portals)

## Create a support ticket

#### Sign in to Service Desk

1. Go to [Service Desk portal](https://itential.atlassian.net/servicedesk/customer/portals)
2. Click **Login**
3. Click **Itential Service Desk** card

#### Select ticket category

Choose the category that matches your issue:

| Category              | Use for                                 |
| --------------------- | --------------------------------------- |
| Product Support       | Platform bugs, errors, technical issues |
| Feature Request       | New features or enhancements            |
| General Question      | Configuration help, usage questions     |
| Professional Services | Implementation, consulting requests     |

Create product support tickets only through the Service Desk portal. Tickets created elsewhere will be cancelled.

#### Gather diagnostic information

**Generate showsupport file:**

```bash
    cd /opt/pronghorn/current
    ./showsupport
    ls -l ./showsupport*.gz
```

Download the `.gz` file to attach to your ticket.

**Download blueprint file:**

1. Open Admin Essentials
2. Click **Blueprints** in Quick Start card
3. Click **Download** (or **Copy** to paste contents directly)

Always include both showsupport and blueprint files with product support tickets.

#### Describe the problem

Provide:

* What you were trying to do
* What happened instead
* Steps to reproduce
* Exact error messages
* When the issue started

#### Submit ticket

Review your ticket details and click **Submit**.

## Track your ticket

### View ticket status

Tickets move through these statuses:

* **Open** - Created, awaiting response
* **In Progress** - Under investigation
* **Waiting for Customer** - Needs more information
* **Resolved** - Fixed or answered
* **Closed** - Completed

Filter tickets by status in the Service Desk portal. Default view shows open requests.

### Respond to updates

View updates in the Service Desk portal:

* Status changes
* Support team comments
* Resolution details

You can also reply directly to email updates. Responses are added to your ticket automatically.

## Support coverage

**Production outages**\
24/7/365 support

**Other issues**\
5-7 business day response for:

* Feature requests
* General questions
* Non-critical issues

## Alternative contact methods

### Non-customers

**Email:** [info@itential.com](mailto:info@itential.com)\
**Phone:** 1-800-404-5617

Response time: 5-7 business days

### Customers without Service Desk access

Contact your Itential account representative.

## Related resources

#### [FAQ](/itential-platform/faqs)

Common questions and answers

#### [Version lifecycle](/itential-platform/version-lifecycle)

Support timelines and policies

#### [System requirements](/itential-platform/plan/system-requirements)

Hardware and software requirements