Skip to main content
When you need help, the Latitude.sh dashboard gives you two ways to reach us from a single place: an AI agent that can answer most questions instantly, and a support ticket form for anything that needs our team. To get started, go to Support in the dashboard sidebar, then click Contact support. You’ll land in a chat with the Latitude.sh Agent.

​
Chat with the AI agent

The Latitude.sh Agent is an AI assistant that can resolve common questions about your account, servers, networking, billing, and more—often without waiting for a human. When you open the chat, you’ll see a welcome screen with a few useful shortcuts:
  • Documentation & API — browse the docs, API reference, and guides.
  • Talk to sales — get in touch about infrastructure needs and pricing.
Type your question in the message box and the agent will reply. If it finds something it can’t solve, it will help create a support case for you—so you can move from a conversation to a ticket without starting over.

​
Skip to a ticket

If you already know you need a person, you don’t have to chat first. Click Skip to ticket at the bottom of the chat composer to open the support ticket form directly.

​
Open a support ticket

The ticket form collects the details our team needs to help you quickly:
1

Choose a topic

Select the area your request relates to: Compute, Networking, Billing, Sales, Feature request, Bugs, or Other. This routes your ticket to the right team.
2

Add a subject

Enter a short summary of your issue.
3

Copy teammates (optional)

Add other members of your team to the ticket so they receive the same email updates. Only people who already belong to your team appear in the list.
4

Describe the problem

In the Description field, explain what you’re seeing. The more detail you provide, the faster we can help.
5

Attach files (optional)

Add screenshots or logs to illustrate the problem. You can attach up to 5 files, 50 MB each.
6

Create the ticket

Click Create ticket. Your new ticket appears in the list on the Support page.
Tickets created here are shared with your whole team, so any teammate can view and respond.

​
Track your tickets

The Support page splits your tickets into two tabs, each with a count:
  • Team — tickets associated with your team. Everyone on your team can view these and follow the conversation. Each row shows the ticket’s status and when it was last updated; open any ticket to read replies and continue the conversation.
  • Personal — tickets you opened outside the dashboard, such as by emailing support directly, that aren’t associated with your team yet. Only you can see these until you share them.
Teammates you copied on a ticket get the same email updates no matter which tab it’s in.

​
Share a ticket with your team

A ticket you opened outside the dashboard starts out personal—only you can see it. Share it so the rest of your team can view and respond:
1

Open the Personal tab

On the Support page, select Personal to see the tickets you created that aren’t associated with your team yet.
2

Share the ticket

Click Share next to the ticket. It moves to the Team tab and becomes visible to your whole team.
Only the person who created a ticket can share it, and closed tickets can’t be shared.

​
Grant temporary access for troubleshooting

For issues that require our team to inspect your account directly, you can grant Latitude.sh staff temporary, time-limited access to your team. See Support access for details.