# Working with Support Center

Support Center will help you troubleshoot Yandex Cloud issues, create and view support tickets. You can also change your service plan in Support Center.

{% note info %}

Any Yandex Cloud [user](../overview/roles-and-resources.md#users) with any role can create a request in the support center if they are a memeber of the relevant [organization](../organization/concepts/organization.md). To get an invitation, ask the organization [owner](../organization/security/index.md#organization-manager-organizations-owner) or [administrator](../organization/security/index.md#organization-manager-admin) to [add](../organization/operations/add-account.md) you. For more information, see [Technical support procedure](overview.md).

{% endnote %}

## Getting started {#before-you-begin}

1. Navigate to the [management console](https://console.yandex.cloud) and log in to Yandex Cloud or sign up if not signed up yet.
1. Open the Support Center [home page](https://center.yandex.cloud/support).
1. Select the [organization](../organization/quickstart.md) to work with Support Center in or [create a new one](../organization/operations/enable-org.md).

If accessing the support center from your own organization, check the [**Yandex Cloud Billing**](https://center.yandex.cloud/billing/accounts) page to make sure you have a [billing account](../billing/concepts/billing-account.md) linked and it has the `ACTIVE` or `TRIAL_ACTIVE` status.

## Troubleshooting {#search-for-solution}

To find answers to questions about Yandex Cloud, do the following in Support Center:

1. Open the Support Center [home page](https://center.yandex.cloud/support).
1. Navigate to **Tickets**.
1. Check out the answers to FAQ using quick search buttons.
1. If you did not find your question in the FAQ list:
   1. In the **Describe issue or ask a question** window, briefly describe your issue, e.g., `How to restore access to my billing account`. The Support Center will take your query to the support knowledge base and return all relevant articles.

      ![image](../_assets/support/problem-solution/cloud-center.png)
      
   1. If no suitable article is found, a notification window will appear under the search bar. In this window, click **Search documentation** to find the answer to your question in the Yandex Cloud documentation or **Create ticket** to create a ticket.

## Creating a ticket {#create-request}

If you [searched for a way to resolve your issue](#finding-solution) in the support knowledge base and did not find anything relevant in the Yandex Cloud documentation, create a support ticket.

You can create a support ticket either on the Support Center [home page](https://center.yandex.cloud/support) by clicking **Create ticket** or from any management console page by clicking ![image](../_assets/console-icons/circle-question.svg)**Support center** -> **Create ticket** on the left-hand panel.

In the **New ticket** form that opens, proceed as follows:

1. Select the ticket format: **Question**, **Medium priority**, or **Quotas**.
1. For the **Business** or **Premium** plan, select the **Issue** priority:

   * **Medium** (default): This issue is not a blocker.
   * **High**: This issue is not a blocker but needs close attention.
   * **Critical**: This issue is a blocker and requires prompt action.

1. Fill in the form fields:

   * **Service**: Specify the services related to your ticket. You can specify a maximum of three services.
   * **Subject**: Enter the subject of your ticket. The system will automatically search through the knowledge base as you type.

1. If no relevant solutions are found for your ticket subject, click **Continue** and fill out the fields as follows:

   * Provide a detailed description of the situation. For best results, specify the resource ID and the event date and time.
   * If you need to attach screenshots or other relevant files, click **Attach files** or just drag and drop them into the ticket text field.
   * To attach a screenshot of your current browser tab (without the ticket creation window), use the **Add screenshot** option.
   * Select the ticket access level: **Available to everyone in the organization** or **Available only to me**.
   * **Cloud**: Select the cloud whose resources are relevant to the ticket.
   * **Resources**: Add the name, ID, or link to the resources related to your issue. You can select them with a link to the appropriate console section. If you enter the resources manually, they will be saved without a link.

1. Click **Create ticket**.

This will open a form with the ticket ID and a QR code for configuring push notifications in the Yandex Cloud mobile app.

## Viewing tickets {#view-requests}

To monitor your ticket status, click ![image](../_assets/console-icons/bell.svg) **Notifications** in the left-hand panel. To quickly navigate to the ticket you need, follow the link in the notification.

You can view all submitted tickets you have access to on the Support Center [home page](https://center.yandex.cloud/support) under **Tickets**. 

To quickly find the ticket you need, use filters and sorting by:
* Ticket subject or ID.
* Ticket reporter.
* Ticket status.
* Service specified in the ticket.
* Response status.
* Ticket type.

  ![image](../_assets/support/problem-solution/cloud-center-filters.png)

To clear the ticket filters, click **Reset filters**.

## Changing your service plan {#change-pricing}

Before activating, deactivating, or modifying your technical support service plan, as well as changing the billing account from which the payment will be debited, make sure you have the following roles:

* [organization-manager.organizations.owner](../organization/security/index.md#organization-manager-organizations-owner) for a cloud organization where you need to change or activate a paid support service plan.
* [billing.accounts.admin](../billing/security/index.md#billing-accounts-admin) or higher for your billing account if it is not linked to this cloud organization. This role will be inherited if your account is linked to the organization. For more information about roles and the link between a cloud organization and a billing account, see [Organization](../billing/concepts/organization.md).

To change your Yandex Cloud technical support service plan:

1. On the [support home page](https://center.yandex.cloud/support) in Support Center, select **Service plans** in the left-hand panel.
1. In the **Service plans** window, you will see the billing account to be debited for paid technical support plans.
1. Change your plan:
    * To switch to the **Basic** plan, click **Go**.
    * To switch to the **Business** plan, click **Go**.
    * To switch to the **Premium** plan, click **Send a request**.

If an organization with an activated support service plan uses resources paid from different billing accounts, the percentage part of the plan will be charged to each billing account according to the cost of consumed resources. The fixed part will be paid by only one account: the one specified when selecting the **Business** service plan. When you change your plan, you can choose the billing account to be used to cover the fixed portion of the plan. This option is only available to the organization owner. To change your billing account:

1. In the **Service plans** window, click **Edit** to select another account.
1. In the **Billing account** window, specify another account using one of the following methods:
    * Select an account from the list.
    * Create a new account.

Service plan upgrades are effective immediately; downgrades take effect on the first day of the following month. For information on current service plans and examples of how to calculate your costs, see [Pricing policy](pricing.md).

## Changing a billing account for the current service plan {#change-ba}

Organization owners with multiple billing accounts can select an account for debiting the fixed portion of their paid plan.

1. In the **Service plans** window, click **Edit** to select another account.
1. In the **Billing account** window, select an account from the list.