> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pcnaid.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Tickets & Help Desk

> How to open technical support tickets, select severity levels, and review communication threads in Lifecycle Manager.

# Support Tickets & Help Desk

When you encounter technical questions regarding domain verification, Apple Pay session validation, or Stripe settlement, you can open a direct support ticket through the merchant dashboard at `https://lifecyclemanager.app/support`.

## Opening a support ticket

1. Navigate to **Support** (`/support`) in the left navigation sidebar.
2. In the **Open ticket** card, complete the required fields:
   * **Subject**: A clear, concise title summarizing your issue (2 to 255 characters).
   * **Body**: Detailed information regarding the issue, including affected domain hostnames, transaction IDs, or error codes (1 to 5,000 characters).
   * **Severity**: Select the operational impact level:
     * `Low`: General inquiries, cosmetic questions, or non-blocking setup queries.
     * `Medium`: Normal operational questions or scheduled migration inquiries.
     * `High`: Time-sensitive issues affecting domain verification or sandbox checkout.
     * `Urgent`: Live checkout failures or payment processing disruptions on active production stores.
3. Click **Open ticket**.
4. The ticket and initial message are committed atomically to the Control Plane database (`POST /applepay-lifecycle/v1/support/tickets`). A confirmation alert will appear, and your ticket will immediately appear in the ticket history table.

## Reviewing ticket threads & replies

The **Support** table displays all tickets associated with your merchant workspace:

| Column | Description |
| - | - |
| **Subject** | Ticket title and preview of the initial request description. |
| **Severity** | Assigned urgency level (`low`, `medium`, `high`, `urgent`). |
| **Status** | Current resolution status: `open`, `in-progress`, `resolved`, or `closed`. |
| **Updated** | Timestamp of the most recent message or state transition. |

Click on any ticket to open the full message thread. You can post additional diagnostic information, paste DNS verification output, or confirm resolution directly within the conversation thread.

## Knowledge base & direct contact

For self-serve troubleshooting or urgent offline assistance:

* **Product & Onboarding Overview**: `https://lifecycle.pcnaid.com/apple-pay`
* **Merchant Support Email**: `support@pcnaid.com`
* **System Status Page**: `https://status.pcnaid.com`


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