Help
Support tickets
File a ticket from inside your account and follow it through to a resolution.
Tickets live inside your account, under Settings then Support. A ticket keeps the whole exchange in one place, gives you a reference you can quote, and survives losing an email; it is the right channel for anything that needs following up rather than a quick answer.
Filing one
- 1
Open Settings, then Support
The page lists everything you have filed, newest activity first, and holds the button for a new one.
- 2
Pick a category
Billing, technical, a bug, a feature request, an account question, or other. It routes the ticket; it does not limit what you can write.
- 3
Write a subject and the details
The subject is what a person sees in the queue, so a specific one gets read sooner. In the body, the five lines under "What to include" on the Support page turn a long exchange into a single reply.
- 4
Attach anything that helps
Logs, screenshots, RTL, constraint files; see the list below.
SIL-7QK4M2XP
Waiting on youSynthesis report is empty on VHDL runs
Technical · 4 messages · last activity 2 hours ago
Note
You do not need a verified email address to file a ticket. "I never received my verification code" is a support request, and an account that cannot reach support has no way out of that loop.
Your reference
Every ticket gets a reference like SIL-7QK4M2XP. That is the identifier to quote in an email or read out to someone; it is deliberately not a sequential number, and its alphabet leaves out the characters people confuse when they retype them.
What the statuses mean
| Status | Meaning |
|---|---|
| Open | Filed and waiting to be picked up. |
| In progress | Someone is working on it. |
| Waiting on you | We have replied and need something back. The ticket sits here until you answer. |
| Resolved | We think it is done. You can accept that by closing it, or reopen it if it is not. |
| Closed | Finished. A closed ticket is an archive rather than a conversation. |
Some moves happen on their own. Replying to a ticket that was waiting on you, or to one marked resolved, reopens it; that is what makes "resolved" safe to use rather than final. A reply from us moves a ticket to waiting on you, which is how the queue knows which tickets still need attention from our side.
Closing and reopening
- You can close any of your own tickets at any point, including ones still in progress.
- You can reopen a resolved ticket by replying to it or by reopening it directly. That is how you reject a resolution that did not work.
- A closed ticket stays closed. If the problem comes back, file a new one and quote the old reference; it keeps the history readable for both of us.
Attachments
Attach files to the first message or to any reply; up to five per message and 10 MB each by default, in these formats:
| Kind | Extensions |
|---|---|
| Images | .png, .jpg, .jpeg, .gif, .webp |
| Documents and data | .pdf, .txt, .log, .csv, .json, .md, .zip |
| Design files | .v, .sv, .svh, .vh, .vhd, .vhdl, .xdc, .sdc, .tcl, .py |
Everything is checked before anything is stored, so a message with one unsupported file is rejected as a whole rather than half-uploaded. Attachments always download rather than opening in the browser, which is the safe behaviour for files people send each other.
Tip
For anything about a specific run, a share link carries the spec, the generated files and the simulation output in one line, and saves you assembling an attachment at all.
Notifications
You are emailed when a ticket moves, but the ticket itself is the record. If an email never arrives, the reply is still there on the ticket; email is a nudge, not the channel.
Limits
- Ten open tickets at once, so a genuine issue is not buried under duplicates.
- A minute between creating one ticket and the next, which mostly catches double submissions.
- A resolved ticket nobody touches closes itself after a week. Nothing is lost; it simply stops sitting in the list as though it were still open.
All three are the defaults and are generous for normal use. If you are running into the first one, replying on the ticket you already have is almost always the faster route anyway.