All articles

Getting Started

What is CICDoo "Getting started: the onboarding wizard" The Dashboard and Infrastructure Map

Concepts

Production, staging and development stages Domains, subdomains and SSL Odoo versions and editions (Community vs Enterprise) Workspaces and team collaboration

Servers

Adding a server Server domains and DNS Using a load balancer "Server actions: deploy, logs and charts"

Projects & Git

Creating a project Connecting GitHub Connecting GitLab Branches and instances

Instances & Console

Creating an instance Restarting, stopping and removing an instance Merging branches between stages Web IDE and remote access Instance settings explained Deployments and the job queue

Monitoring & Backups

Monitoring your instance Backups and restore Alert notifications (email and SMS)

Workspaces & Permissions

Inviting workspace members Member permissions and resource access A member cannot see or use a resource

Account & Security

Two-factor authentication (2FA) Profile and integrations settings Passwords and account recovery

Billing & Plans

"Plans: Free, Pro and Enterprise" Upgrading and managing your subscription What happens when you hit a plan limit

Support & Tickets

Opening a support ticket Getting help from the CICDoo team

Troubleshooting

"Troubleshooting: cannot connect a server" "Troubleshooting: a deployment failed" "Troubleshooting: my instance is down or slow" "Troubleshooting: domain or SSL problems"

Support & Tickets

Opening a support ticket

How to open and follow up on support tickets from the Tickets page, the floating chat widget, and the notification bell.

Opening a ticket from the Tickets page

  1. Go to the Tickets page and click New Ticket.
  2. Fill in the form: - Subject: a brief description of the issue (required). - Description: as much detail as you can provide. - Priority: Low, Medium, High, or Critical. Low priority is available on every plan. Medium, High, and Critical are marked "Pro+" and require a Pro plan or above. - Issue Type: optionally pick Server, Project, or Instance, then use the search field that appears to attach the exact resource the ticket is about. Linking the resource helps the team find your setup faster. - Images (optional): attach one or more screenshots. JPEG, PNG, or WebP, up to 512 KB each.
  3. Click Create Ticket.

Using the chat support widget

Every page in the app has a floating chat button in the bottom right corner. Click it to open the support panel, where you can:

  • See your recent tickets with their status (New, In Progress, Resolved, Closed) and an unread count for new replies.
  • Open a ticket and reply inline in a chat style conversation. Press Enter to send.
  • Start a new ticket with a subject, priority, and description. If you need to attach screenshots or link a server, project, or instance, use the "Use the full form" link, which takes you to the Tickets page.
  • Jump to the full ticket page with the open-in-full icon, or use "View all tickets" to open the Tickets page.

A red badge on the chat button shows how many unread replies you have. Once a ticket is Resolved or Closed, the reply box is disabled; open a new ticket if you need more help.

Where replies show up

When the support team replies to one of your tickets, you are notified in two places:

  • The notification bell in the top bar shows a "New reply" notification. Clicking it opens the conversation directly in the chat widget.
  • The chat widget button shows the unread count on its badge.

Tips for faster resolution

  • Attach the resource (server, project, or instance) the issue relates to.
  • Include screenshots of any error you see.
  • One issue per ticket keeps the conversation easy to follow.

For an overview of all the ways to get help, see Getting help from the CICDoo team.

Previous "Server actions: deploy, logs and charts" Next Getting help from the CICDoo team

Still stuck? Open a ticket from the app or talk to an engineer.