Tickets
Tickets is the async technical and commercial support channel in the JoyProxy console. Use it when a proxy network, API integration, or billing issue needs logs, a written trail, or more than one team.
Open Tickets from:
- Support in the left sidebar;
- Direct URL: Tickets.
When to use Tickets
Compared with Live Chat, Tickets fits:
- Deep technical faults: node request logs, packet captures, or connectivity analysis;
- Finance and reconciliation: company invoices, disputed recharges, custom contracts, or postpaid bills;
- Account and security changes: primary email change, enterprise entitlements, or sub-account ownership;
- Custom capacity: higher Web Scraping API concurrency, extra countries, or a dedicated whitelist.
Create a ticket
On Support, click + New Ticket and fill in:
1. Subject
Keep the title short, for example:
[Static Dedicated] Order #1024 exit IP connect timeout[Invoices] USDT confirmed on-chain but balance not updated[Web Scraping API] /v1/fetch returns 502 on a specific target
2. Priority
- Low: general questions, docs, or non-urgent ideas;
- Medium (default): partial blockage with a workaround, or routine billing questions;
- High: production crawl down, many endpoints failing, or a severe outage.
3. Issue Description
Give enough detail for a fast diagnosis:
- Proxy: product line (Rotating Residential / Static Dedicated), auth (User/Pass or IP Whitelist), target host, status or cURL output, and time with timezone.
- Billing: recharge order id, method (PayPal / USDT-TRC20), TXID, or payment time.
- Web Scraping API: endpoint, parameters, HTTP status, and a snippet of the error body.
4. Attach Image (optional)
PNG, JPG, or GIF. Keep each file under 5MB.
⚠️ Do not leak secrets: Mask Master User Token, proxy passwords, and full API credentials in screenshots and logs.
Click Submit Ticket. You get a ticket id (for example #1042).
Follow-up and status
After submit, watch progress in My Tickets:
1. Status
| Status | Meaning |
|---|---|
| Pending | The ticket is in the support queue and will be assigned. |
| Processing | An engineer is investigating or pulling connectivity reports from the carrier. |
| After support replies | Open View. If they asked for more detail, reply in the same thread. |
| Closed | The issue is resolved or both sides agreed to stop. If the same issue returns, reply within 7 days to reopen. |
2. Replies
Click View on the right of the list to open the thread. Add text or a new screenshot at the bottom. Keep the conversation on one ticket instead of opening duplicates for the same incident.