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Pilots contact support from inside Stratos. Each ticket goes to one of three places: the pilot’s airline, Skyvex Software, or a plugin’s developer.

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Where a ticket goes

When a pilot starts a ticket they choose who it’s for:
  • Their airline, for anything about the airline itself: ranks, hours, rosters, PIREPs the airline rejected. This is offered when the airline’s plan includes its own Support inbox (Pro and Pro+).
  • Skyvex Software, for anything about Stratos: the app, tracking, the simulator connection, landing rates. If the airline’s plan has no Support inbox of its own, every ticket comes here. The airline still sees its pilots’ tickets on its Support page.
  • A plugin’s developer, from a third-party plugin’s Contact the developer. Those go to the developer’s own inbox in the Developer centre.

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Who answers

Everyone on the airline’s staff can read and answer its Support inbox. Replies go to the pilot in Stratos; internal notes never do.

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Escalating to Skyvex Software

If a ticket sent to the airline turns out to be about Stratos, airline staff press Escalate to Skyvex Software, optionally with a reason. The ticket stays in the airline’s inbox and the airline keeps answering it, but Skyvex Software can now see it, including internal notes, and reply too. (In a developer’s inbox the same action is Bring in Skyvex Software.)

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Handing back

Skyvex Software hands a ticket to the airline with Hand back when it isn’t about Stratos:
  • a ticket the pilot sent to Skyvex Software becomes the airline’s to answer and leaves Skyvex Software’s inbox;
  • an escalated ticket goes back to being the airline’s alone and leaves Skyvex Software’s inbox.
Either way the thread notes that it was handed back.

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Statuses, snoozing and closing

  • Open: waiting on whoever answers it.
  • Awaiting reply: answered, waiting on the pilot. A reply from the pilot opens it again.
  • Resolved: done, but the pilot can still reply. A reply within 14 days reopens it; a resolved ticket that stays quiet for 14 days closes on its own.
  • Closed: final for the pilot. A reply from Stratos can’t reopen it: the pilot sees it read only, with “Start a new ticket”. Staff can still reply to it, reopen it, snooze it and add internal notes.
Snooze hides a ticket until a time you pick (in an hour, tomorrow, next week and so on) and brings it back to the top when the time comes. A reply from the pilot ends the snooze straight away, and a snoozed ticket doesn’t close on its own while it’s snoozed.