Finding help

New Relic offers a variety of support options, including context-based online help, a documentation library with detailed procedures and troubleshooting tips, and support assistance. Depending on your subscription level, phone support also may be available.

Tip: For a library of videos, webinars, and other information about using New Relic features, visit New Relic University and newrelic.com/resources.

Help resources

The following video provides an overview of troubleshooting resources and guidelines for writing a support ticket.


[video link] For an overview of troubleshooting resources and support ticket guidelines, watch this video (approximately 5 minutes).

New Relic Help resources include:

Documentation

New Relic's Documentation site contains helpful installation, configuration, and troubleshooting tips about all New Relic products. The following video provides an overview of how to navigate the New Relic Documentation site.


[video link] For tips on getting the most out of New Relic's Docs site, watch this video (approximately 5 minutes).

Community support

New Relic monitors requests for help through community resources, including:

  • New Relic's Community Forum for web and mobile performance
  • Twitter: @nrsupport or @newrelic
  • Stack Overflow: newrelic or newrelic-platform

Accounts at any subscription level can use any of these community resources.

Support tickets

If your subscription level includes technical support, you can file a support ticket. If your subscription level does not include technical support, you can visit New Relic's Community forum.

You do not need a separate login to file a support request. To go directly to the Support page, navigate to support.newrelic.com.

To file a new ticket from the New Relic user interface:

  1. From the New Relic menu bar, select Help > Get support > File a support ticket.
  2. Provide as many details as possible.
  3. Include a permalink as applicable, or select Attach file to include a log file, screenshot, or other useful attachments.
  4. Select Submit.

To view or update an existing support request:

  1. From the New Relic menu bar, select Help > Get support.
  2. Select View Open Tickets, and select the ticket.

You can reopen a ticket within one week of resolution. After that time, the ticket is permanently closed. If you have questions about a closed ticket, you can open a new support ticket and refer to the original ticket in your request.

For more help

Additional documentation resources include: