Using Amazon Q Developer to chat with AWS Support

You can use Amazon Q Developer to create a support case and contact AWS Support from anywhere in the AWS Management Console, including the AWS Support Center Console. Amazon Q uses the context of your conversation to draft a support case on your behalf automatically. It also adds your recent conversation to the support case description. After creating the case, Amazon Q can transfer you to a support agent in the method of your choice, including live chat in the same interface.

When you create a support case in Amazon Q, the case is also updated in the Support Center Console. To track updates on cases created with Amazon Q, use the Support Center Console.

The type of AWS Support available to you depends on the support plan for your AWS account. All AWS users have access to account and billing support as part of the Basic Support plan. For technical support questions, only users with support plans other than the Basic Support plan can contact AWS Support with Amazon Q. For more information about AWS Support, see Getting started with AWS Support in the AWS Support User Guide.

Prerequisites

To create cases in Amazon Q, you must meet the following requirements:

• You have a support plan higher than the Basic Support plan. Only users with support plans other than the Basic Support plan can contact AWS Support with Amazon Q.

• You have permissions to chat with Amazon Q. For more information, see Allow users to chat with Amazon Q.

• You have permissions to create AWS Support cases. For more information, see Manage access to AWS Support Center.

Specify the right service

When you create a support case with Amazon Q, it populates the service field based on your question. If Amazon Q chooses the wrong service, update the case with the correct service. If your question has to do with multiple services, specify the service that's most applicable.

To contact AWS Support about an Amazon Q feature that is part of another AWS service, create a support case for the other AWS service, not for Amazon Q. For example, if you're using Amazon Q network troubleshooting in Amazon VPC Reachability Analyzer, choose Amazon VPC for the service in the support case.

To contact AWS Support about features in either Amazon Q Developer or Amazon Q Business, create a support case for Amazon Q.

Create a support case

To create an AWS Support case with Amazon Q, use the following steps.

1. You can create an AWS Support case through Amazon Q in one of two ways:

   1. Ask for help directly by entering a question such as “I want to speak to someone” or “Get support”.

      To provide more context for Amazon Q to create the support case, you can add more information when requesting support directly. Following is an example of providing more information in a request:

      "I am unable to connect to my bastion instance. I have tried restarting it and generating new key pairs but still nothing works. This started this morning after a planned deployment. I can confirm that no other network related changes were made. Can I talk to someone?"

   2. If an Amazon Q response didn’t help you, choose the thumbs-down icon on the response and then choose a reason that you're providing the feedback. To contact AWS Support, choose Create a support case.

      The following image shows the Create a support case button in the Amazon Q chat panel that appears after you leave feedback.

      

2. A support case appears in the chat panel. If you had a conversation with Amazon Q before requesting support, it will use the context of your conversation to autopopulate the fields in the case. To update any field in the support case, choose Edit. You can also attach files that help explain your issue.

   If you didn't chat with Amazon Q before requesting support or Amazon Q otherwise can’t complete the fields in the support case, you can input your support case information into the case manually.

   The following image is an example of a filled-out support case in the Amazon Q chat panel.

   

3. After confirming that the support case describes your needs, choose Submit to create the support case. If you no longer want to create the case, choose Cancel.

4. To contact AWS Support, choose the method that you want to use. Depending on your case details, you can chat, email, or request a phone call from a live support agent:

   1. Chat – If you choose to chat with an agent, a live support agent will enter the conversation. To end the chat with the support agent, choose End this chat at any time during the chat.

      If you refresh your page, navigate to a different console, or get signed out of the console because of session expiration, the conversation will end.

      If you minimize the chat panel or leave the page, you might miss notifications and be disconnected because of inactivity. We recommend that you keep the chat panel open throughout the duration of your support chat.

   2. Email – If you choose to send an email message to an agent, a support agent will contact you at the email address that's associated with your AWS account.

   3. Call – If you choose to call an agent, enter your phone number when prompted, and choose Submit. You will be added to the call queue.

5. You can leave feedback or choose Skip to return to the Amazon Q chat panel.

Leave feedback

After the support chat has ended, you can optionally leave feedback.

Rate your experience, enter any additional feedback, and then choose Submit feedback.