Support

SikkerKey runs its own support system inside the dashboard. You create tickets from the Support page, the SikkerKey team responds, and the conversation, attachments, and history all live in your account. No third-party helpdesk sits in the path.

Creating a ticket

Go to Support in the dashboard and click New ticket. The form takes:

• Category. Picked from the list available to your plan. The category routes your ticket to the right specialists.
• Priority. One of Low, Normal, High, or Urgent. Priority sets the response-time target.
• Title. Up to 256 characters.
• Body. Up to 10,000 characters of plain text. Markdown is not rendered.

The body you submit becomes the first message in the ticket. You can attach files on subsequent replies; see Attachments for the rules.

Categories and plan access

Categories are configured by the SikkerKey team. Some categories are open to all customers; others are limited to paid plans. If a category isn't available on your plan, it doesn't appear in the New ticket form.

Priorities and response times

Each priority has two SLA targets: how soon a staff member will reply, and how soon the ticket should reach Resolved.

The SLA clock starts when you create the ticket. It pauses when the ticket is set to Waiting on Customer (because staff is waiting on you) and resumes when you reply.

Status lifecycle

Tickets move through five states:

Transitions:

• A new ticket starts at Open.
• The first staff reply moves it to In Progress.
• Staff can set it to Waiting on Customer when they need information from you. The SLA clock pauses.
• Replying while in Waiting on Customer moves the ticket back to Open and resumes the SLA clock.
• Staff sets Resolved when the issue is solved. You can rate the ticket, but you can't reply.
• Closed tickets cannot be replied to. Open a new ticket if you need to follow up.

Replying

You can reply from the Support page while the ticket is Open, In Progress, or Waiting on Customer. Each reply accepts up to 10,000 characters of plain text and up to three file attachments.

You can't reply to Resolved or Closed tickets. Open a new ticket if you need to follow up; you can reference the original ticket ID in the body.

Attachments

Attachments are accepted on replies, not on the initial ticket creation. Limits:

• Maximum 3 files per reply.
• Maximum 3 MB per file.
• File types: PNG, JPEG, GIF, PDF.

Each upload is validated and sanitized before storage:

• File contents are checked against the file's actual format. A PNG renamed to .pdf is rejected.
• Images are re-encoded to strip metadata, animation frames, and embedded color profiles. Animated GIFs are flattened to a single static frame and saved as PNG.
• PDFs are stripped of anything that could run automatically when the file is opened, including embedded scripts, auto-actions, and embedded files.
• The sanitized file is stored encrypted at rest with AES-256-GCM.

The SikkerKey team can leave private notes on a ticket to coordinate among themselves. Those notes and any attachments on them are never visible to you.

Rating a resolved ticket

Once a ticket is Resolved, you can submit a satisfaction rating from 1 (worst) to 5 (best). The rating is one-time and cannot be changed.

Auto-close

A Waiting on Customer ticket auto-closes after 7 days if you haven't replied. If you need more time, reply with a brief note even if you don't have a full answer yet. That keeps the ticket open and resets the inactivity clock.

Resolved and Open tickets are not auto-closed.

Privacy

• Ticket content lives on SikkerKey infrastructure. No third-party helpdesk sits in the path.
• Attachments are encrypted at rest with AES-256-GCM.
• Staff access is gated by category. Only staff assigned to the category can read or respond to your ticket.
• Ticket creation is recorded in your audit log.