How to open a support ticket and what to include
Which category to pick, the details that let support start on the first reply, and how replies, reminders, closing and the transcript work.
Tickets go to the CDECAD support team, not to your community's staff, and a person reads every one. You need to be signed in. Open Support, fill in Open a ticket, and press Send to CDECAD support.
As you type the subject and description, the form looks for help articles that match and lists them under These might answer it. Opening one doesn't send or clear anything; your ticket stays as you left it.
Pick the category
| Category | For |
|---|---|
Sign-in and account | Getting into your account, two-step sign-in, your linked Discord account |
Setup help | Departments, Discord roles, the FiveM resource, custom domains |
Bug | Something in CDECAD broken, or behaving differently from the docs |
Billing for my own account | A charge made to you personally |
Billing for a community | A community's plan, invoices and payment method. Only its owner or admins can pick this one |
Feature request | Something CDECAD doesn't do yet |
Abuse report | A community or account breaking the terms of service |
The category decides which part of the support team sees the ticket. Two things don't go in a ticket: a question about how a community is run belongs with that community's staff, and deleting or exporting your data goes through the data request form linked under the category list.
What to include
Setup help and Bug ask four optional questions. Answering them saves a round of replies:
Framework: ESX, QBCore, Qbox, vRP, Standalone or Other.Server join code: thecfx.re/joinlink or its code, if the server is public.What have you tried so far?: the steps you took and what happened, so nobody asks you to do them again.Screenshot: the error, or the screen you're stuck on.
Under What is happening, write what you did, what you expected and what happened instead. Copy any error message word for word, and name the command or the page. "/cadlink says That account is not a member of this community." can be answered on the first reply. "The tablet doesn't work" can't.
You can attach up to 5 files to a message, each up to 10 MB: PNG, JPEG, GIF or WebP images, PDF, JSON, CSV, or text as .txt or .log. A console log attaches as it is. To send a server.cfg, save a copy as .txt and take the CDE_CAD_API_KEY line out of it first.
If your server runs the CDECAD resource with Config.ReportResources on, support can already see its resource list, its framework and its self-check findings, so you don't need to list your resources by hand. How to install the CDECAD FiveM resource explains each finding.
You can open 5 tickets in an hour. Put follow-ups in the same ticket rather than a new one; it keeps the history in one place.
After you send it
You get a notification when someone answers. The status shows whose turn it is:
| Status | Meaning |
|---|---|
Open | Not answered yet |
Waiting on support | You replied last |
Waiting on requester | Support replied and needs something from you |
Resolved | Support thinks it's sorted |
Closed | Finished |
A ticket waiting on you gets one reminder email after 3 days and closes after 7, unless you reply. A Resolved ticket closes 7 days after it was resolved. Those are the default timings; support can change them.
When it's sorted, you can close the ticket yourself. Every close saves a transcript of the conversation on the ticket and emails you a link to it. You can reopen a closed ticket for 7 days, and rate it from 1 to 5 within 14 days of the close. After 7 days, open a new ticket and quote the old number, such as CDECAD #1042.
Still stuck? Open a ticket and the support team will answer it.