Customer Support

Customer Support is a core function at Mattermost with a goal to ensure the success of all customers when using the Mattermost application.

The team is based across three continents to ensure a follow-the-sun approach to working with our customers. They have strong relationships with all parts of the Mattermost organization including, but not limited to, Customer Success, Engineering, and Product Management. These partnerships ensure that issues are addressed quickly and efficiently.

Details of what the Support Team provides for our Enterprise Customers can be found here, this includes our support options and SLAs.

Where to find us

Mattermost ticketing system

To ensure that all issues raised with the Mattermost Support Team can be easily tracked, updated, and resolved, the Support Team uses Zendesk as their case management software.

Customers can access the Support Portal and submit/view their tickets via https://support.mattermost.com.

New Mattermost Support users

If you are new to Mattermost Support you can click here to set up and verify your account.

Existing Mattermost Support users

If you’ve worked with the Mattermost Support Team before and have existing or previous tickets with Support then you already have an account with the email address that you would have used. To (re)set your password, you can click here.

Ticket management

Ticket creation

When you submit a Support Ticket to the Mattermost Support Team, you can use Submit a Request in the Support Portal. This ensures that we get the information we need to assist you.

Technical Support ticket request form

To ensure that we can assist our customers most efficiently it's important that as much information as possible is provided when submitting the ticket. More details around the required information is listed in our Troubleshooting Guide.

Field

Description

CC

Add additional email addresses of those who you would like to receive notifications of this issue.

Subject

A brief description of the issue.

Priority

Urgent, High, Normal, or Low, descriptions of these priority ratings can be found here.

Category

Select a category that best fits the product area affected by the issue raised.

Description

Provide as much detail as possible to enable the Support Team to recreate the issue. Please refer to the troubleshooting guide for what’s required.

Environment

Select the environment where you are experiencing the issue.

Mattermost Version

Enter the number of the Mattermost server version you are currently running.

Mattermost Mobile version

If the issue you are reporting is on a mobile device, enter the version here.

Mobile device

Please select which type of device you are experiencing the issue on.

Attachments

Add screenshots, logs, etc to the ticket here.

Ticket categories (Technical Support)

The following categories are availble for submiting tickets to the Technical Support Team:

Name

Description

General inquiry

Tickets regarding general Mattermost functionality

AD/LDAP

Tickets regarding AD/LDAP functionality

Authentication & Provisioning

Tickets regarding Authentication & Provisioning functionality

Compliance & Auditing

Tickets regarding Compliance & Auditing functionality

Connectivity

Tickets regarding Connectivity functionality

Customization & Branding

Tickets regarding Customization & Branding functionality

Data Export and Import

Tickets regarding Data Export and Import functionality

Database

Tickets regarding Database functionality

Desktop

Tickets regarding Desktop functionality

Developer Toolkit

Tickets regarding Developer Toolkit functionality

DevOps Command Center

Tickets regarding DevOps Command Center functionality

General

Tickets regarding General functionality

Installation

Tickets regarding Installation functionality

Integrations

Tickets regarding Integrations functionality

Invitation & Login

Tickets regarding Invitation & Login functionality

Messaging

Tickets regarding Messaging functionality

Mobile

Tickets regarding Mobile functionality

Notifications & Status

Tickets regarding Notifications & Status functionality

Onboarding

Tickets regarding Onboarding functionality

Roles & Permissions

Tickets regarding Roles & Permissions functionality

Search

Tickets regarding Search functionality

Server Issues

Tickets regarding Server Issues functionality

System Console

Tickets regarding System Console functionality

Upgrading

Tickets regarding Upgrading functionality

User Interface

Tickets regarding User Interface functionality

User, Team & Channel Management

Tickets regarding User, Team & Channel Management functionality

User issue

Tickets regarding emd user issues such as password resets

Ticket workflow (Technical Support)

The Technical Support Team use the following ticket statuses to manage customer tickets: New, Open, Pending, Solved, and Closed. The workflow will be as follows:

Issue escalation process

Some technical issues may need to be addressed by our Engineering Team for further investigation. If this is the case, you will be notified via the Support Ticket and the following internal steps will be carried out.

Customer Support/Sustained Engineering Team

Any case that can’t be resolved by the Support Team is escalated to the Mattermost Sustained Engineering Team (SET) for their review.

If the issue is confirmed as a product issue then a Pull Request is created and, where necessary, members of the following teams are involved:

  • Support

  • Sustained Engineering

  • Product

  • Customer Success

  • Mattermost Leadership Team (MLT)

Action plan created

  • The customer is updated via the Support Ticket with the plan to address the issue.

Action plan executed

  • The fix is tested internally

  • An update is provided via the Support Ticket

The fix is moved to Production

  • The fix is released to the latest Production version of Mattermost for download

  • An update is provided via the Support Ticket

Urgent and high priority ticket escalation process for Premium Support customers

For urgent and high priority issues from our Premium Support customers, an automated escalation process will be activated to ensure 24x7 cover for these issues.

Support Team metrics

The Support Team is driven by three key metrics:

  • First Reply Time

  • Next Reply Time

  • Regular Updates

  • Customer Satisfaction.

Details of these metrics for our Enterprise customers can be found here.

Sales Support

Support is also provided for customers using our self-service portal which can be accessed here. Customers requesting assistance from here will be directed to the Submit a Request page.

Ticket workflow (Sales Support)

The Sales Support Team use a slightly different workflow to the Technical Support Team which is illustrated here:

Note: Descriptions of each status can be found here.

Sales Support ticket request form

The following information is requested when contacting Sales Support:

Field

Description

CC

Add additional email addresses of those who you would like to receive notifications of this issue.

Subject

A brief description of the issue.

Category

Select a category that best fits the product area affected by the issue raised.

Description

Provide as much detail as possible regarding the issue.

Attachments

Add screenshots, logs, etc. to the ticket.

Ticket categories (Sales Support)

The following categories are availble for submiting tickets to the Sales Support Team:

Name

Description

Credit Card Issues

Problems regarding issues with credit card payment.

General

For issues that don't fit the other categories.

Licensing

For questions regarding the licensing of the Mattermost Product.

Pricing

For questions regarding the pricing of Mattermost.

Product

For questions about the different products offered. For Technical Support please click here.

Renewals

For questions regarding license renewals.