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Support Tickets
Professional support engineered for security professionals. Complete guide to using the support ticket system effectively.
Web Application
Create New TicketTelegram Bot
Mobile SupportUrgency Levels
Choose the right urgency level to ensure appropriate response times and resource allocation
Non-urgent issues that can be resolved when convenient
Response: 24-48 hoursIssues that should be addressed in a reasonable timeframe
Response: 4-8 hoursImportant issues that need prompt attention
Response: 1-2 hoursUrgent issues requiring immediate attention
Response: 15-30 minutesSupport Ticket Statuses
Track the progress of your tickets through these distinct stages
Ticket is waiting for review
Ticket is being actively worked on
Ticket has been completed
Support Categories & Labels
Accurate labeling ensures your ticket reaches the right specialist team immediately
Something is not working as expected
Translation or language-related issues
Request for new functionality
Improvement to existing features
Request to remove personal or sensitive data
Business partnership inquiries
General questions or clarifications
Security-related issues or concerns
Issues related to free tier access
API-related issues or questions
Issues with the web interface
Issues with the Telegram bot
Documentation-related issues or requests
Payment and billing-related issues
Custom subscription plan requests
Referral program related issues
Promotional code related issues
Gaming features related issues
Basic search functionality issues
Advanced search features issues
Identity linking functionality issues
Data export functionality issues
General account management issues
Login and authentication issues
Duplicate data or entries issues
Data accuracy or correctness issues
General issues when unsure of category
Usage limits and restrictions issues
User interface design issues
User experience issues
Responsive design and mobile issues
Request for advice or consultation
Request to merge multiple accounts
Inquiries about purchasing database access or data
Inquiries about purchasing advertisement space on website or bot
No vulnerability - CVSS score 0
Low severity vulnerability - CVSS score 1
Low severity vulnerability - CVSS score 2
Low severity vulnerability - CVSS score 3
Medium severity vulnerability - CVSS score 4
Medium severity vulnerability - CVSS score 5
Medium severity vulnerability - CVSS score 6
High severity vulnerability - CVSS score 7
High severity vulnerability - CVSS score 8
Critical severity vulnerability - CVSS score 9
Critical severity vulnerability - CVSS score 10
Web Application Guide
Navigate to Support Tickets
From your dashboard, click on "Support Tickets" in the left sidebar or navigate directly to /dashboard/tickets
Create New Ticket
Click the "New Ticket" button in the top-right corner of the support tickets dashboard
Configure Your Ticket
- • Subject: Clear, specific description (e.g., "API returning 500 errors for breach search")
- • Priority: Match urgency to business impact
- • Category: Helps route to right specialist
Write Effective Description
- • What you were trying to accomplish
- • Exact steps you took
- • What happened vs. what you expected
- • Error messages (exact text or screenshots)
- • Browser/device information (if relevant)
- • When the issue started occurring
Submit and Monitor
After submission, you'll receive a ticket ID and email notifications. Monitor progress through the dashboard and respond promptly to any follow-up questions.
Telegram Bot Guide
Access the Bot
Ensure your Telegram account is linked to your LeakZero account. If not linked, follow the integration process first.
Integration GuideNavigate to Support
In the bot main menu, select "Profile" 🡒 "Tickets" to access the support ticket system
Main Menu Profile Tickets New Ticket
Create New Ticket
Follow the bot's prompts to create your ticket. The bot will guide you through each step with clear instructions.
Bot Will Ask For:
- • Ticket subject (be specific and clear)
- • Detailed description of your issue
- • Urgency level selection
- • Appropriate label categories
Manage and Monitor
The bot will provide real-time notifications for updates. You can view all your tickets and respond directly through the bot interface.
Best Practices for Faster Resolution
- Be specific in subject lines: "API returning 429 errors on /search endpoint" vs "API not working"
- Include error messages: Copy exact error text or provide screenshots of error dialogs
- Provide reproduction steps: Clear step-by-step instructions to recreate the issue
- Choose accurate labels: Select the most specific category that matches your issue
- Respond promptly: Quick responses to follow-up questions keep your ticket prioritized
- Vague descriptions: "Something is broken" or "It's not working" without specifics
- Multiple issues in one ticket: Separate problems should get separate tickets for better tracking
- Wrong urgency levels: Don't mark minor issues as Critical - it delays actual emergencies
- Duplicate tickets: This will only slow down the resolution process.
- Delayed responses: Slow responses to support questions extend resolution time
Platform outages, security issues
Blocking issues, data problems
Account issues, billing questions
Feature requests, general questions