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.
A resolved ticket that nobody touches is closed automatically after a while. Nothing is lost when that happens; it just stops sitting in the list as though it were still open.
Attachments
Attach files to the first message or to any reply. A handful per message, each up to a few megabytes, 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
- There is a cap on how many tickets you can have open at once, so a genuine issue is not buried under duplicates.
- There is a short cooldown between creating tickets, which mostly catches double submissions.
- Both are generous for normal use; if you are hitting either one, reply on the existing ticket instead.