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 ticket progress and view Support responses under My Requests in the Support Portal.

To update a ticket, select the request you want to modify and click Add to Conversation:

From there, you can add comments, provide additional information, and include other recipients in the CC field.