Support Request

  • Updated on Mar 30, 2026
  • Published on Mar 23, 2026
  • 3 minute(s) read
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Guide to raise and track support requests

To raise a support ticket with Lucidity, you can either mail us on support@lucidity.cloud or visit https://customer.support.lucidity.cloud and raise a ticket. To raise and track tickets on our customer service portal, please follow the below steps:

1. Accessing the Support Portal

To begin, navigate to the Lucidity Support Portal using the following URL: https://customer.support.lucidity.cloud

This is the primary interface where you will be able to:

  • Submit support requests

  • Track ticket status

  • View historical tickets

  • Respond to agent's queries

2. Creating an Account and Logging In

If this is your first time accessing the portal, you will need to create an account:

  1. Click on the “Sign up” link

  2. Enter your email address.

  3. You will receive an email to set your password. Follow the instructions in the email.

  4. Once registered, return to the portal and log in with your credentials.

Note

You only need to sign up once. After your account is created, you can log in any time using your email and password.

3. Raising a Support Ticket

Once logged in, you can create a new support request by selecting any of the categories from Technical, Account and Billing, Raise a feature request. You will be presented with multiple options based on the nature of your issue.

Available Request Options

  • Technical

    • General AutoScaler Issues – Problems with automated scaling behavior.

    • Dashboard / Portal Access Issues – Inability to access the Lucidity platform UI.

    • Agent Installation / Upgrade Issues – Installation or update failures of agents.

    • Onboarding / Deboarding Issues – Help with provisioning or removing apps.

    • Security Issues – Report vulnerabilities or threats.

    • Scaling or Performance Issues – System lag, bottlenecks, or performance degradation.

    • VM / Disk / Application Issues – Problems with infrastructure components or hosted apps.

    • Monitoring / Observability Issues – Gaps or errors in logging, metrics, or alerting.

    • SSO Access Issues – Errors related to single sign-on authentication.

    You will be asked to select a severity level for technical issues to help us prioritize effectively.

  • Account and Billing

    • Billing / Invoice Issues – Queries related to charges or invoice discrepancies.

    • Password Reset – Request help regain account access.

    • Add New Users – Provision access to additional team members.

    • Remove Users – Revoke access for former users.

    • Request Admin Access – Elevate a user’s access level to administrative privileges.

4. Completing the Request Form

When you select a request category, you will be directed to a form. Fill out all required fields with clear and relevant information.

  • Provide a clear summary and description of the issue.

  • If applicable, select the severity of the issue.

  • Use the “Share with my organization” checkbox to allow your colleagues to view and track the request.

  • Click Submit once completed.

5. Escalating a Ticket

If your issue requires faster attention or has not received timely updates, you may escalate the ticket. To do this:

  • Open the ticket

  • Click on the “Escalate” button visible on the ticket view

6. Tracking and Filtering Tickets

Click on the “Requests” tab in the top navigation bar to view all support tickets submitted under your account. You can filter tickets based on:

  • Status (Open, Waiting for Support, Resolved, etc.)

  • Request type

  • Participants

7. Managing Ticket Activity

Clicking on any request will take you to the ticket detail view, where you can:

  • Add Comments – Provide updates or respond to support agent questions.

  • Upload Files – Attach logs, screenshots, or other supporting documentation.

  • Share the Request – Include other users from your organization in the ticket conversation.

  • Cancel the Request – If the request is no longer valid or needed.

8. Notifications and Updates

You will receive email notifications when:

  • Your request is submitted

  • The ticket status changes

  • An agent adds a comment

  • The issue is resolved

All communication related to a ticket is preserved both in your email and in the ticket activity log in the portal.

9. Viewing Organization-Wide Tickets

If your organization has been configured in the portal:

  • You can view all requests raised by your organization members (not just your own).

  • To do this, go to Requests > All Requests and filter by “Created by anyone” under your organization.

Note

Only requests marked as "Shared with my organization" will be visible to other org members.

Support

If you have any trouble accessing the portal or raising a request, please reach out to your Lucidity account manager or support contact.

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