Docker Support portal

The Docker Support portal lets you create and manage support cases, follow their progress, and collaborate with Docker Support and your teammates in one place. This page covers how to open the portal, how to work with cases, and who can see or update a case.

Who gets access

Note

The Support portal is being rolled out in phases, so it may not yet be available to every organization. Organizations with a Premium Support subscription are enrolled automatically.

After your organization is enrolled, open the portal from the Help menu.

Access the Support portal

Tip

Before reaching out for support, review the troubleshooting documentation for your product.

1. Sign in to Docker Hub or Docker Home. You can also open the portal from Docker Scout.
2. Select the organization from the organization switcher. When the case belongs to a personal account, select that account instead.
3. Open the Help (?) menu in the top navigation.
4. Select Support portal.

The Support portal opens in your current browser tab.

On Docker Home, Support portal is also in the account sidebar. Help shows Contact support for accounts that do not have the portal. That item opens the support request form.

Landing page

The landing page gives you a snapshot of your support activity. From here you can:

• See your active cases
• Select Create case to create a new case
• Select a case, or View details, to open that case
• Select View cases to see your full case history
• Open the ⋮ menu on a case and select Details or Resolve case

The page lists these cases under Active cases. If there are no open cases, the page shows No active cases. Select See case history to open past cases.

Working with cases

Create a case

1. Select Create case.
2. Enter a Subject and Details.
3. Select Get instant help. Gordon, Docker's AI assistant, reads your subject and details and posts an answer below the form. If the answer solves the issue, you can stop there.
4. To send the case to Docker Support, complete the remaining fields:
   • Confirm Contact name. Email is filled in from your account and is read-only.
   • Select the Namespace the issue relates to. This field is required. A namespace is the Docker organization or personal account the case is for.
   • Select a Topic. If the topic has subtopics, select a Subtopic.
   • If a Severity field appears, select the severity that matches your issue, using the severity levels below. The field does not appear for the Account, Billing, Legal, Sales, and Security topics, because a severity is set automatically for them.
   • Complete any additional fields the topic shows. These can include Version number, browser, Operating system, Diagnostics ID, and Affected users. Docker Desktop asks for all of these.
5. Optionally, attach files to the case. Select Select files to attach or drag and drop files into the upload area. See Attach files for file rules.
6. Select Submit.

The portal returns to the landing page and lists the case under Active cases. The case number shows as PENDING CASE NUMBER… until Docker Support assigns one.

Severity levels

View cases

The Case history page lists every case associated with your organization. Each row shows the status, case number, subject, topic, subtopic, who created it, and when it was last modified. A company account also shows the organization.

Select a case to open it. You can show 10, 25, or 50 cases on a page. Create case and the ⋮ menu work the same way as on the landing page.

Case statuses

Case details

Each case shows its full progress and history: the case number, subject, topic, summary, description, and the comments and responses in Activity.

What you can do depends on your access. See Who can interact with a case. The steps below cover comments, watchers, files, and resolving the case.

Comment on a case

1. Open the case.
2. Enter your message in the Activity editor.
3. Optionally, attach files. Select Select files to attach or drag and drop files into the upload area. See Attach files for file rules.
4. Select Send.

You can comment on a case only if you created it or were added as a watcher. If you can see a case but are not allowed to comment, the comment box is unavailable and explains why. The message tells you to contact the case creator.

Add watchers

A watcher is a Docker user who follows a case and can take part in it without being the person who created it. Watchers are available on cases created under an organization or a company.

Add a watcher

1. Open the case.
2. In Enter additional watchers, choose an organization member from the list, or type the email address of a Docker user.
3. Select Save.

A Watchers updated successfully message confirms the change, and new watchers receive an email letting them know they were added. The email can take a few minutes to arrive.

Remove a watcher

1. Select the x next to the watcher.
2. Select Save.

Before saving, select Undo to restore a watcher you removed. Removed watchers are notified by email and can no longer comment on the case, upload files, or download attachments.

Watcher rules

• Watchers must have a Docker account. You can add Docker users who are not members of your organization.
• Each watcher can be added only once.
• The case creator cannot be added as a watcher.
• Watchers can comment, upload and download attachments, and add or remove other watchers.
• Watchers receive email notifications about new comments and attachments on the case.
• The watcher field is not available on cases created under a personal account.

Attach files

You can attach files when you create a case or when you comment on a case.

Uploaded files appear in the Attachments section at the top of the case. A file becomes a download link after it passes the security check. You can download the file if you can comment on the case.

File requirements

• Each file can be up to 50 MB. Empty files are not accepted.
• Supported file types: tar, gz, tgz, tar.gz, zip, rar, jpeg, jpg, png, json, txt, log, err, xml, yaml, yml, plist, evtx, evt
• File names cannot contain path characters, end with a dot or space, or exceed 255 bytes.
• If any file you select is not valid, an error explains why and none of the files are uploaded.

Security checks

Every file you upload is automatically scanned for malware, and its contents are checked to confirm they match the file type. After you send a file, it shows as pending while it is checked. If it fails either check, the file is removed. It appears crossed out in Attachments with a security risk detected message and cannot be downloaded. The message does not say which check failed. If you believe a file was flagged by mistake, add a comment to your case.

Expired means the upload did not finish in time and the file is not available. Attach the file again.

Upload limits

Uploads are limited to keep the portal reliable.

Hourly and daily limits reset at the start of each hour and each day, in UTC. The per-case limit applies to all attachments on the case combined. If you reach a limit, wait until it resets and try again.

Files cannot be added to closed or resolved cases. Files already attached to a case stay available to download for 90 days after the case is closed.

Resolve a case

If your issue is solved, you can resolve the case yourself without waiting for Docker Support to close it.

1. Select Resolve case on the case, or Resolve case from the ⋮ menu on the landing page or Case history.
2. Select a reason:
   • Issue resolved
   • No longer relevant
   • Duplicate case
   • Resolved by another team
   • Other
3. Optionally, add comments of up to 1000 characters.
4. Select Resolve case.

The case status changes to RESOLVED, and Docker Support is notified. When Docker Support closes the case, its status changes to CLOSED and the person who created the case receives a short satisfaction survey by email.

Resolved and closed cases

• Resolved cases cannot be reopened.
• You can still read the full activity history, but the comment box, watcher field, and file upload are hidden. The page says the case is closed.
• If you need more help, select Create case to start a new case.

Permissions

Who can see a case

Access to cases is based on organization membership.

• If you are part of an organization, you can see that organization's cases.
• Organization owners can see all cases in their organization.
• Company owners can see all cases across their organizations.
• The case creator can see the case.
• Watchers can see the cases they were added to.

Access flows downward only, from company to organization to user. Nothing flows upward automatically.

Who can interact with a case

Seeing a case and interacting with it are separate permissions. You can interact with a case if you:

• Created the case
• Were added as a watcher on the case

If you are an organization member who can see a case but are not the creator or a watcher, you can read the case but cannot comment on it. The comment box is unavailable and explains why. Ask the case creator to add you as a watcher.

Teams and case access

Teams are groups of Docker users within an organization, used to manage repository access. Case visibility and permissions are controlled at the organization level.

Summary of case permissions