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This page explains how Prophecy customers with support included in their subscription can open and manage support cases.

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Prerequisites

To open support tickets and new cases, you need to be registered as an authorized support contact for your company. For more information, reach out to our Sales team.
Users on free versions of Prophecy are not eligible for support. Please refer to self-service resources to troubleshoot any issues.

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Submit a support ticket

1

Create a new request

Zendesk support portal homepage
2

Fill in the form details

Complete the support request form with the following information.Subject: Enter a short summary of the issue.Description: Provide detailed information about your issue. Include:
  • A description of the issue, detailing expected vs. actual behavior.
  • Any steps taken so far to troubleshoot the issue.
  • The workspace URL where the issue occurred.
  • The pipeline, dataset, or other resource involved.
Urgency: Select the option that best reflects the impact of the issue.CC (optional): Add team members to the ticket.
Users must exist in Zendesk to be added as CC.
Current Prophecy Version (optional): Include your Prophecy version to help diagnose version-specific issues.Attachments: Upload logs, screenshots, or other relevant files (up to 10 MB). For information on what to include, see the Send logs to Support page.Allowed file types: PDF, PNG, JPEG, GIF, TXT, LOG, HAR, JAR.
3

Submit the ticket

Click Submit to create your support ticket.

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View your support tickets

1

Open the requests view

2

Filter the requests

You can filter the requests by status, including:
  • Any (shows all requests)
  • Open
  • Awaiting your reply
  • Solved
3

View additional requests

In addition to your own requests, you can also view:
  • Requests that you are CC’d on
  • Organization requests (any ticket submitted by other users in your organization)
Zendesk support portal requests view

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Case severity

Prophecy uses severity levels to prioritize issues based on business impact.
LevelDescriptionInitial ResponseCoverage
Severity 1
Urgent		Production use is blocked/broken without a workaround.
  • Workspace unavailable
  • Production pipelines failing
< 1 hour24/7 every day
Severity 2
High		Major functionality is impaired. System is functional but in a degraded or restricted state.
  • Significant performance degradation
  • Repeated failures
  • Blocking issues with possible workarounds
< 4 hours24/7 every day
Severity 3
Medium		Non-critical functionality is impacted or a development-only issue occurs.
  • Minor errors
  • UI or workflow issues
  • Questions about expected behavior
< 1 business day9 AM - 6 PM business days
Severity 4
Low		General questions or feature requests with no production impact.
  • How-to questions
  • Documentation clarifications
  • Enhancement ideas
< 1 business day9 AM - 6 PM business days
If a ticket requires additional attention, you may escalate by:
  • Updating the ticket with new details.
  • Contacting your customer success manager.