Submitting a Support Ticket

If you're a Redis customer needing technical help, you can submit a support ticket anytime through the Redis Support Portal. This article walks you through the step-by-step process to submit a clear and complete request, helping our support team assist you as quickly and effectively as possible.

Before submitting, be ready to include key details like a description of the issue, reproduction steps, impact, product version, logs, error messages, and a support package (if applicable).

You can also attach screenshots or logs and CC team members for collaboration

Access the Redis Support Portal

• Go to https://support.redislabs.com
• Sign in using your Redis account credentials. If you don’t have an account yet, you can create one here.

Submit a Request

• Click Submit a Request in the top-right corner of the portal.

Complete the Request Form

Fill out the support request form using the fields below, in the order shown, to help us process your ticket efficiently:

• CC Team Members (Optional)
  Add teammates who should receive ticket updates or collaborate on the issue.
• Product Type
  Select Redis Cloud or Redis Software, depending on where the issue is occurring.
• Issue Type
  Choose the option that best describes your request (e.g., performance issue, billing question, login issue).
• Production Environment (Optional)
  Indicate if this issue affects your production environment.
• Priority (Redis Cloud only)
  Select a priority level based on urgency and business impact.
  → See Contacting Support: Hours and Availability for guidance.
• Version (Redis Software only)
  Enter the Redis Software version you’re using (e.g., v7.20).
• Subject
  Provide a short, clear summary of the issue.
• Description
  Include all relevant information to help the support team investigate:
  • What the issue is and when it started
  • Any recent changes or deployments
  • Steps to reproduce (if applicable)
  • Relevant error messages or logs
  • Business or technical impact
• Attachments
  Upload supporting files, such as:
  • Logs
  • Screenshots
  • Support Package (required for Redis Software/on-prem environments)

What Happens Next?

• You’ll receive a confirmation email once your form has been submitted.
• Redis Support will review and respond based on your ticket’s priority and your support plan.

You can track progress and responses under My Requests in your Support Portal profile.