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 Deleting a server

Projects & Git

Creating a project Connecting GitHub Project GitHub settings and webhook Connecting GitLab Branches and instances Tagging and filtering projects High availability with app nodes Project environments, extensions and deletion

Instances & Console

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

Agent Tasks

What agent tasks are Setting up agent tasks Running a task and reviewing the result Agent time and top-ups Agent insights and task filters

Monitoring & Backups

Monitoring your instance Backups and restore S3 storage, uploads and bulk backup actions Alert notifications (email and SMS)

Workspaces & Permissions

Inviting workspace members Member permissions and resource access A member cannot see or use a resource Audit log and server activity

Account & Security

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

Billing & Plans

Plans and pricing Upgrading and managing your subscription If a project subscription goes unpaid The channel partner program Onboarding a client as a partner

Support & Tickets

Opening a support ticket Getting help from the CICDoo team

Troubleshooting

Troubleshooting: cannot connect a server Troubleshooting: a deployment failed Troubleshooting: git push fails with 403 after moving a repository Troubleshooting: my instance is down or slow Troubleshooting: domain or SSL problems

Support & Tickets

Opening a support ticket

How to open a support ticket from the Tickets page or the chat widget, attach screenshots and resources, follow the conversation, and read the ticket's time figures.

Open a ticket from the Tickets page

  1. Click Tickets in the left menu, then 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.
    • Issue Type: optionally pick Server, Project or Instance. A search field appears so you can 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.

Open a ticket from the chat widget

Every page in the app has a floating chat button in the bottom right corner.

  1. Click the chat button to open the Support panel.
  2. Click New ticket.
  3. Enter a Subject, choose a Priority and add a Description.
  4. Click Create ticket.

The widget form has no image upload or resource picker. If you need to attach screenshots or link a server, project or instance, click Use the full form, which takes you to the Tickets page.

Follow up on a ticket in the chat widget

  1. Open the chat widget. Your recent tickets are listed with their status (New, In Progress, Resolved or Closed) and a count of new replies.
  2. Click a ticket to open the conversation.
  3. Type your reply and press Enter (or click Send).
  4. To see the ticket on its own page, click the Open full page icon at the top of the panel. View all tickets opens the Tickets page.

Follow up on the ticket page

  1. On the Tickets page, click View on the ticket.
  2. Read the conversation under Messages.
  3. Type your reply in the reply box.
  4. Optionally add screenshots with Attach images.
  5. Click Send.
  6. Click Back to Tickets to return to the list.

The ticket page also shows:

  • Total time: how long the ticket has been open, or was open until it closed.
  • Waiting on you: how much of that time the ticket was waiting for your reply.
  • Billable time: shown only when time on the ticket is billed to you. It is set from the support team's working time when the ticket closes, not from time spent waiting on you.

Once a ticket is Resolved or Closed, no further replies can be posted. 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 on" notification for the ticket. Clicking it opens the conversation in the chat widget.
  • The chat widget button shows a red badge with the number of unread replies.

Tips for faster resolution

  • Attach the resource (server, project or instance) the issue relates to.
  • Include screenshots of any error you see.
  • Keep one issue per ticket so the conversation is easy to follow.
  • If adding a server or creating a project fails, the form may show "Stuck on this step?" with a Request an onboarding call button, which opens a ticket already filled in with the error. See Getting help from the CICDoo team.

Related: Getting help from the CICDoo team, Troubleshooting: a deployment failed.

If you get stuck, open a support ticket from the Tickets page or the chat widget.

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