# Open a support ticket

Support lives inside the console, so you do not have to prove who you are or which
organization you belong to — we already know.

## Opening one

**Support → New ticket:**

- **Subject** — specific beats polite. "Cursor requests failing with 424 since Tuesday"
  gets a faster answer than "Problem with Cursor".
- **Priority** — low, normal, high or urgent.
- **Message**
- **Attachments** — up to **5 files per message, 10 MB each**.

## What to attach

- A **log bundle** from **Diagnostics** if the problem is on a developer's machine. Request
  logs from the device, download the bundle, attach it — it contains event logs only, never
  prompt content.
- A screenshot of what the developer sees.
- The time the problem started, in a time zone you name.

## What we can and cannot see

We can see your configuration, your device inventory, and that requests happened with the
outcomes your policy produced.

We **cannot** read your captured conversations. If the answer depends on the content of a
prompt, you will need to tell us what was in it — and you should redact it first.

## Replying by email

Replies to the notification email are attached to the ticket. You do not have to come back
to the console to continue a conversation.

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![Support — open a ticket from here; replies arrive by email and land back on this screen.](https://docs.sentilai.com/uploads/images/gallery/2026-08/wh5support-tickets.png)
*Support — open a ticket from here; replies arrive by email and land back on this screen.*