Open a support ticket

In short. Agora's support works through tickets, which you can open in three ways (Contact us page on agorapanel.com): on Discord (the fastest), on the site from your account, or by email. All your tickets are in My account → My tickets.

Open a ticket #

On Discord (each ticket opens a private channel between you and the team):

1. Join Agora's Discord server through the site's Support link.
2. In the ticket channel, click the button that matches your request.
3. Fill in the short form that opens.
4. A private channel is created: "Your ticket is open". Write there.

On the site: sign in with Discord, then My account → My tickets → Open a ticket. Pick the request type, write the subject and message, and add the licence concerned and attachments if needed (screenshots, logs: 10 files and 10 MB in total, executables refused). The site first suggests help-centre articles. You reply inside the ticket, and you are notified by Discord direct message and by email.

By email: write to the address shown on the Contact us page. A ticket is opened for you and the reply arrives in your inbox; replying to a closed ticket reopens it. The site checks where the email comes from (SPF, DKIM, DMARC): if your provider does not authenticate it, your ticket is still opened, but the team's reply does not quote the text of your email. If you have no linked account yet and the site is receiving a flood of unknown emails, a new email may be ignored for that hour: then open your ticket on Discord or from your account.

From your Agora, for an error: in Administration → Errors, the Report to Agora button (administrators) first shows what will be sent, scrubbed of every secret, then gives you a support ID and a Discord direct message with an Open the ticket button: the private ticket opens already filled in (error, context, version, panel, tier). If the direct message does not arrive, type /ticket open id:<your ID> in any channel of the server. See Report an error to Agora.

Before opening a ticket, try /help on Discord: as you type your question, Discord suggests help-center article titles; pick one to display it.

The number of tickets open at the same time is limited: close the ones that are solved. On Discord you can also open at most 5 tickets per hour: beyond that, the bot answers "You already opened 5 tickets in the last hour…". Wait a little, or write in one of your tickets that is already open.

If the channel of one of your tickets is deleted (even while the bot was off), the ticket is not lost: it is closed, and its transcript is sent to you as a direct message.

What to give #

For a technical problem:

1. the Agora version (Administration → Agora);
2. the output of https://your-site/api/health;
3. the exact message, copied as is, and the reference code if there is one (see Reference code);
4. the time of the problem, and what you were doing;
5. for the FiveM resource: the [agora] lines of the game server console, with the verbose log on.

For billing: the date, the payment method, and the last 4 characters of your key.

What you must NEVER send #

• Your full license key.
• The content of config.server.lua (the resource's secret).
• Your Discord application secret, your bot token.
• Your passwords (database, panel, SFTP).

When it closes #

You can close your own ticket on Discord with /ticket close: Discord suggests ready-made reasons (solved, no longer needed…), or write your own.

When the ticket is closed, you get a direct message with a link to the transcript: a copy of the conversation, readable on the site. Your tickets and their transcripts are also in My account → My tickets.

Attachments of a ticket opened by email or from the site are kept for a limited time: a file refused on reception, too large or deleted after the retention period appears as "File not kept" in the conversation.