What happens when I submit a Posit Support ticket for the first time?

New Customer Workflow

Here is the workflow that you will see when you submit a Zendesk ticket for the first time via our form.

1) Go to the support site, and click on "Premium email support" in top right corner.  That will bring up a support form. Please fill out the form and specify product, version, OS, business impact, etc. and attach additional diagnostic information.

2) When a new user fills out the ticket form and clicks "submit", a red warning appears, that you will need to verify your email.

3) Here is the verification email: 

4A) When the verification link is clicked, another box pops up to set a password:

Alternative flow when clicking "Sign In" and then "Sign Up"

4B. Here is an alternative flow when you sign up before submitting a ticket request:

5) After email verification, the ticket is automatically released into the New queue.  If the customer doesn't verify, it will be held in the Suspended queue, accessible to the support team. We don’t have a way of creating an account before submitting a ticket.

We strongly encourage customers to use the ticket form to start a support case because the form captures useful metadata including priority, product & account or system information that can help speed up the ticket.