User Interfaces

Adding Markdown support to support tickets will allow users to more clearly describe our issues (code formatting, links, etc.). Support tickets are also our own little knowledgebase that can be referenced forever. Having some basic formatting in them will make them more readable and useful.

I find it very complicated to found the support’s tickets area. I think you should do it easier. I just took 10 minutes to find it. I know it's not by accdicent, you don't want to get many tickets. It's not proper and it encourage me to move to your opponents.

Impossible to reach you when important, not Support Number or Chat

I have noticed that the critical option has recently been removed from the support ticket process. If you take a look at status.digitalocean.com you will see that there are several service affecting issues per month. I would appreciate the ability to log a ticket as critical. I know that people abuse this for a quick response, but you could easily implement an "abuse it once and lose it" policy.

When a Support Ticket is created, there is the option to select the 'Affected Droplet'. However, once the ticket has been created it does not show what option was selected. Unless the droplet concerned was explicitly mentioned in the body of ticket, there is no way to relate the ticket to a specific droplet. The support ticket should show (ideally in the ticket overview view), the 'Affected droplet' option that was selected when creating the ticket.