Before Diving In
Every support inquiry begins as a conversation.
Starting a conversation does not automatically create a ticket.
Issues that require ongoing follow-up across multiple days and/or involve multiple stakeholders may be converted into a ticket.
Drata Support Agents determine if and when a conversation should be converted into a ticket.
Both conversations and tickets can be viewed at any time through the Ticket Portal by selecting either the Conversations or Tickets view.
What to Expect When Contacting Drata Support
When you contact Drata Support, your request begins as a conversation. Conversations are the primary way to engage with our Support team and serve as the starting point for all support requests. While the in-app experience may feel similar to live chat, submitting a conversation does not guarantee an immediate response from a Support Agent.
Getting Started with Dratanaut
When you open in-app support, Dratanaut is your first point of contact. Dratanaut is Drata’s AI-powered support assistant and can help answer common questions, provide guidance, and resolve many issues right away.
If you need assistance from a Support Agent, you can request to speak with a human. Your conversation will be routed to our Support team for review and placed in the support queue.
Once your request has been submitted, a member of our team will review it and respond as soon as possible. While Drata Support does not currently offer guaranteed real-time chat with an agent, you can continue the conversation asynchronously through the support messenger, email, or the Ticket Portal.
Conversations vs. Tickets
Every support request starts as a conversation, but not every conversation becomes a ticket.
Conversations
Conversations are the initial support threads you create through in-app support. They are ideal for quick questions and guidance. Once a conversation is created, you can track its progress and continue the discussion directly within the app, by email, or through the Ticket Portal.
Tickets
Tickets are created for issues that require ongoing investigation, follow-up over multiple days, coordination across teams, or continued communication with Support.
Drata Support Agents determine if and when a conversation should be converted into a ticket. Once a Conversation is created, it can be tracked and responded to from within the app, via email, or from within the Ticket Portal.
Tracking Your Requests
You can view and manage both conversations and tickets through the Drata Ticket Portal.
The Ticket Portal allows you to:
View open and closed support conversations
View open, in-progress, and closed support tickets
Manage all ongoing support requests in one central location
Track the status of active issues
Open any conversation or ticket to review updates and respond directly to the Support team
For more information on how to contact support, click here.