Support tickets and support access
Open a support ticket from the panel, follow the replies, give the support team or your reseller time-limited, audited panel access and revoke it whenever you want.
Support tickets live inside the panel: you do not need to send an email, and the conversation and attachments stay on the ticket. If you have a reseller, your ticket goes to your reseller first; the reseller escalates it to Hotspotly support when needed.
Open a ticket
- In the menu, Support → New ticket.
- Choose the Subject, Category and Priority.
- If the problem is about a router, select it under Device. The device's model, version and connection status are attached automatically; no passwords or keys are added.
- Describe the problem, attach a screenshot or log if needed and press Send ticket.
Attachments: up to 3 files, 5 MB each; PNG, JPEG, GIF, WebP, PDF, TXT and LOG. Attachments can only be downloaded by people who can see the ticket; they have no public address.
Statuses and response target
| Status | Meaning |
|---|---|
| Open | Waiting for a reply from the support team. |
| Waiting for customer | Support replied and is waiting for information from you. |
| Resolved | Support marked it resolved; you can reopen it. |
| Closed | The ticket is closed. Open a new ticket for a new issue. |
When you reply, a waiting or resolved ticket is reopened. Priority sets the first-response target (urgent 4 hours, high 8 hours, normal 24 hours, low 72 hours). This is an internal target, not a contractual service-level commitment.
Grant support access
Sometimes the support team needs to look at your panel to see the problem. Only a user with the owner role on the account can allow this:
- On the Support access page, choose who gets access: Hotspotly support team or My reseller.
- Scope: Read only (view only) or Read and write (may change settings to fix the problem).
- The duration is at most 72 hours. Write a reason, optionally link the grant to a ticket and press Grant access.
While the grant is active, the person sees your panel as you do, with a support access banner at the top of the screen. They cannot change your password, two-factor authentication, profile or payment details, cannot grant access on your behalf and cannot open tickets. They also cannot see or create secrets: PMS API and webhook keys, voucher codes (including the CSV export and new batches, whose response contains the codes), 5651 legal exports and device setup scripts stay with you. Packages, payments, SMS credit purchases, team member changes and agreement acceptance also stay with you; if there is a new agreement version you have not accepted, support access does not open until you accept it. The staff member must have two-factor authentication set up on their own account.
End the grant
When the work is done, close the grant right away with Revoke. An expired grant closes by itself; the person is taken out of the customer view on their next action.
Audit log
Every request and every change made during support access is written to the audit log: the person who did it (not the customer), the grant id, the path and the result. Granting and revoking are logged too. Viewing your 5651 logs is also written to the legal access log under the staff member's name. Author fields on your own records (for example who published a legal document) show your account; the audit log shows who actually did it. Records are kept on the Hotspotly side in the audit log.