Cereus Support – In-App Support Ticketing for Cacti
Cereus Support – Help is One Click Away
A support contract installs a floating help button on every Cacti page. When something goes wrong, click it — a screenshot is captured automatically, system info is collected, and your ticket lands directly with the developer. No email clients. No portals. No waiting.
Support That Lives Inside Cacti
Most support experiences start with a long email chain asking for screenshots, version numbers, plugin lists, and server details. By the time the developer has enough context to diagnose the problem, hours have passed.
Cereus Support eliminates that friction. When you purchase a support contract you receive a support token — a cryptographically signed key that you paste once into your Cacti settings. From that moment a discreet headset button appears on every Cacti page.
Click it, describe the problem, choose the priority, and hit Send. The plugin automatically captures what the page looks like at that moment, collects version numbers, installed plugins, and poller status, and sends all of it to the developer in one structured ticket. You get a confirmation with a ticket number. The developer has everything needed to investigate immediately.
Support Modal — One Click From Any Cacti Page
How It Works
1. Purchase a Contract
Choose a support plan and receive a support token by email within one business day.
2. Install the Plugin
Install Cereus Support from GitHub. Paste your token in the plugin’s settings. The floating button appears immediately.
3. Click When You Need Help
Click the button, describe the issue, set a priority. The modal auto-captures the current screen and collects system info.
4. Get a Direct Response
Your ticket lands directly with the developer — complete with screenshot and full context. Response times per your support plan.
Ticket Includes Screenshot and Full System Context
Every ticket automatically includes a browser screenshot, Cacti version, PHP version, OS, active plugins, failed device count, and poller status — no back-and-forth needed.
What Gets Sent With Every Ticket
Your Description
- Subject and priority (Low / Medium / High / Critical)
- Problem description (up to 10,000 characters)
- Current page URL and page title
Captured Automatically
- Browser screenshot of the current Cacti page at the moment you click Send
- Cacti version, PHP version, OS and hostname
- Database version and poller type (Spine / cmd.php)
- List of all active Cacti plugins with version numbers
- Failed device count and last poller run statistics
- RRDtool version, PHP memory limit and timezone
Security and Privacy
- The support token is RSA-2048 signed — it cannot be forged or transferred to another system
- Screenshots never leave your browser until you click Send
- System info is collected server-side at submission time — not cached or transmitted in advance
- Ticket history is stored locally in your Cacti database and visible only to Cacti administrators
- No third-party tracking, analytics, or external services involved in ticket submission
Support Plans
| Feature | Basic Contact for pricing | Professional Contact for pricing | Enterprise Contact for pricing |
|---|---|---|---|
| In-app ticket submission | ✓ | ✓ | ✓ |
| Auto screenshot + system info | ✓ | ✓ | ✓ |
| Covered plugins | 1 plugin | All plugins | All plugins |
| Response time (business days) | 5 days | 2 days | Next business day |
| Priority (Critical) response | — | Same day | 4 hours |
| Remote assistance session | — | On request | Included |
| Contract duration | 12 months | 12 months | 12 months |
Technical Requirements
- Cacti: 1.2.17 or newer
- PHP: 7.4 or newer (8.x recommended)
- PHP OpenSSL Extension: Required for token validation
- Cacti Mailer: Working mail configuration required for ticket confirmation emails
- Browser: Any modern browser for screenshot auto-capture (Chrome, Firefox, Edge, Safari)
- Database: MySQL 5.7+ / MariaDB 10.3+
Frequently Asked Questions
Does the floating button appear for all Cacti users?
No. The button is only visible to authenticated Cacti users who have the Cereus Support realm permission. You can restrict ticket submission to administrators only by adjusting the realm access in Cacti’s user management.
What if auto-screenshot doesn't work in my browser?
The screenshot capture uses html2canvas and works in all modern browsers. If capture is unavailable (some strict CSP configurations), a manual file upload fallback is offered instead. Either way you can still submit a ticket.
Is ticket history kept on my server?
Yes. Every submitted ticket is stored in your local Cacti database with status, timestamp, and whether a screenshot was included. The ticket history page is accessible to Cacti administrators from the Cereus Support menu.
What plugins does a support contract cover?
Basic contracts cover one named plugin. Professional and Enterprise contracts cover all Urban-Software.de Cacti plugins installed on your instance: MCAP, REST API, IPAM, Data Export, WAN Monitor, and any future releases during the contract period.
How do I renew my support contract?
You will receive a renewal reminder before expiry. On renewal you receive a new support token. Update the token in your Cacti settings and the contract continues uninterrupted.
Get Support From the Developer Who Built It
Direct access, full context, fast resolution. No ticket system maze. Just answers.