{"article":{"id":19678904123671,"url":"https://plaid.zendesk.com/api/v2/help_center/en-us/articles/19678904123671.json","html_url":"https://support.plaid.com/hc/en-us/articles/19678904123671-How-do-I-file-an-Incident-Severity-Ticket","author_id":5390778350871,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":0,"section_id":15991458358039,"created_at":"2023-12-08T20:22:38Z","updated_at":"2026-05-31T19:17:44Z","name":"How do I file an Incident Severity Ticket?","title":"How do I file an Incident Severity Ticket?","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-05-31T19:17:44Z","user_segment_id":null,"permission_group_id":1121774,"content_tag_ids":[],"label_names":[],"body":"

This feature is available for customers with the following Support Package Plans:

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✔️ Basic | ✔️ Plus | ✔️ Premium

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Customers may file support tickets via the Plaid Dashboard by following these steps:

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    \n
  1. Log into the Plaid Dashboard.
    2. \n
  2. Navigate to Get Help.\n
    3. \n
  3. Click Open New Case.\n
    4. \n
  4. Select Plaid-wide incidents.\n
    5. \n
  5. Under Case Details, select the appropriate Severity Level\n
    6. \n
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For guidance on which severity level applies to your issue, see What is an Incident Severity Ticket?

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