A new front door for Cloudflare support
Cloudflare has rebuilt its Customer Support Portal, replacing the ticket submission form that previously lived at dash.cloudflare.com/support. The new experience is designed to get customers to a resolution faster, whether that means pointing them to relevant documentation, having the machine learning-trained Support Bot run diagnostics, or connecting them with a Support Engineer through ticket, phone, or chat depending on their plan.
The portal is already available as an opt-in pilot from the Support dropdown in the Cloudflare dashboard, with a wider rollout planned over the coming months.
Self-help resources come first
The most visible shift is that the portal now leads with help content rather than a blank ticket form. Clicking "Contact Support" immediately surfaces a full-page view that links to relevant articles and guides, alongside the ticket submission form. The broader layout lets Cloudflare curate resources based on the problem summary a customer provides, so answers are easier to find without needing to open a ticket at all.
Details entered while searching the portal are captured and carried over if a ticket is eventually required, so customers don't have to repeat themselves.
Support Bot gets a customer-facing role
The Support Bot has been integrated directly into the portal to identify the problem at hand. It can perform two kinds of analysis depending on the issue:
- Domain-specific diagnostics: For domain-related issues, the bot runs a set of configuration checks. If it detects a common problem, it shows the issue alongside a suggested solution.
- Natural language analysis: The bot evaluates the issue summary against an ensemble of Natural Language Processing models and keyword searches. It is trained on thousands of historical customer tickets and is retrained regularly so it keeps learning from new and emerging issues.
When keywords in the summary map to a known problem, the bot presents a relevant help guide. The recommendations are scored on whether a customer ultimately avoids opening a ticket or votes that a page was helpful, and that feedback goes into the next retraining cycle.
Faster ticket intake for verified users
For customers whose plans include ticket support, Cloudflare has built the submission flow into the portal with extra verification steps. Tickets are now only accepted from verified account users and admins, which removes the initial identity check that Support Engineers previously had to perform manually.
The form also collects more context up front, including issue category and impact level. That information helps route tickets to an engineer with relevant expertise and reduces the back-and-forth needed to start work.
Opting in and what comes next
The portal is available now through an opt-in period. Once Cloudflare is confident the experience is working as intended, the opt-in phase will close and the portal will be rolled out to all customers. At that point, email sent to the main support addresses ([email protected] and [email protected]) will be redirected to the Support Portal for triage.
To try the new experience, use the Support dropdown in the dashboard and select Contact Support. Cloudflare is also gathering feedback through the feedback form included at the top of the portal.
