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.
Last modified 8mo ago