Find help and use the Support portal

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.

New subscribers: After the free trial period for your account ends, you must have a paid subscription level in order to file a support ticket. If you do not have a paid account, you can use New Relic's Explorers Hub for community help.

Help resources

New Relic help resources include:

Documentation

New Relic's Docs site contains helpful installation, configuration, and troubleshooting tips about the New Relic platform. From the main landing page, select from frequently-used categories and topics. Or, search from any page.

Community support

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

  • New Relic's Explorers Hub for web and mobile performance
  • Twitter: @Learn_NR or @newrelic

Automated troubleshooting tool (Diagnostics)

Use New Relic Diagnostics, an automated troubleshooting tool, to detect common problems with New Relic agents. Diagnostics also provides troubleshooting steps to help solve the problem.

Support portal

New Relic's Support portal is available at support.newrelic.com. The Support portal gives you access to unified search across all of New Relic's help resources.

  • If you can't find what you are looking for and your subscription level includes technical support, you can file a support ticket. (You do not need a separate login to file a ticket.)
  • If you do not have a paid account, you can use New Relic's Explorers Hub for community help.

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

  1. Log in to your New Relic account at rpm.newrelic.com, then select Help > Get support.
  2. From the Support portal, search for your ticket, or (if available) select Create ticket.
  3. Provide as many details as possible.
  4. Include a permalink as applicable, or select Attach file to include a log file, screenshot, or other useful attachments.
  5. Select Submit.

Depending on your subscription level, phone support also may be available. New Relic Support does not have a direct phone number. Support engineers will make arrangements directly with you for phone support when appropriate.

To view or update an existing support request:

  1. Log in to your New Relic account at rpm.newrelic.com, then 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.

Videos

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

For more help

Recommendations for learning more: