Zeabur Support is here
Zeabur Forum becomes Zeabur Support — private tickets, priority response passes, and a clean place to get help.
Bohan
Your tickets used to live in a public forum. Every unresolved issue was visible to every user — a wall of open problems that made it feel like nobody was listening, even when we were working through them one by one.
We built Zeabur Forum hoping a community would form. Instead, you voted with your actions. So we looked at the data.
Over the last three months, our 250k+ users posted 1,753 times. Only 100 of those posts ever got a reply from another user — and most were "me too" or status updates, not actual help. Just 31 posts (1.8%) got a genuinely useful answer from the community. The other 98.2% were resolved entirely by Zeabur staff.
| Count | % | |
|---|---|---|
| Total posts | 1,753 | |
| Got a reply from another user | 100 | 5.7% |
| Got a genuinely useful community answer | 31 | 1.8% |
The forum wasn't acting as a forum. It was a support system wearing a community costume — so we dropped the costume.
Today, Zeabur Forum becomes Zeabur Support.
What Changed
Your tickets are private
Every ticket is now private by default. You only see your own submissions. No more scrolling past other people's problems when you're already stressed about yours.
Your past posts came along for the ride — all existing posts are now private, and any replies they already received from other users are still there. Going forward, each ticket is a private conversation between you and the Zeabur team.
We know public tickets had some knowledge-sharing value. To compensate, the Zeabur AI Agent continuously learns from all resolved tickets — so the next person with the same question gets an instant answer from the agent instead of having to open a new ticket.
A clean landing, not a ticket wall
The old homepage dumped every open ticket on your screen. The new one leads with a single action — Submit a ticket — and nothing else competing for your attention. Below it, your own tickets, grouped by status (In Progress, New, Resolved), so you can see at a glance what's been addressed and what's still moving.
People come to support already frustrated. The last thing they need is to dig through a forum to find their own ticket.
Priority support, bundled into your plan
Every paid plan now includes Express support passes — tickets with a 36-hour first-response guarantee during working hours:
| Plan | Express passes / month |
|---|---|
| Developer | 2 |
| Pro | 5 |
| Team | 10 |
Standard tickets still get a 4 working-day response target. We chose to bundle this into existing plans rather than charge separately, because helping you debug and troubleshoot is part of our service, not an upsell.
When you use an Express pass, a live countdown appears on your ticket. If we miss the deadline, the pass is automatically refunded to your monthly quota.
Structured ticket categories
When you open a ticket, you now select a product area (Services, Servers, AI Hub, Domains, Email, Account) and an issue type (Bug, Billing, How-to). This helps us route and prioritize — and over time, tells us exactly where the biggest pain points are so we can fix them at the source.
Everything else we cleaned up
- Removed Following, Inbox feed, and global search — features built for a community forum that nobody was using in a support context.
- Sidebar matches the Dashboard — same navigation patterns, so you're not learning a second product.
- Full i18n across English, Chinese, Japanese, Spanish, and Indonesian.
What's Next
Support is now a first-class product at Zeabur, not an afterthought. We'll keep monitoring usage patterns and making improvements — the goal is that contacting support should feel like a natural extension of using the dashboard, not a detour.
Try it now at zeabur.com/support.