How to Use the Mattermost Support Packet Feature (Self-Hosted)

Sven Hüster

Updated November 17, 2025 08:28

Problem

I have an issue with my Mattermost deployment, and I require professional support from Mattermost.

Solution

To provide you with the best support, we need some information from you including (but not limited to):

The Mattermost server configuration
The Mattermost server log
Your server's operating system
Your database system
The list of installed Mattermost plugins
Diagnostics information from your installed Mattermost plugins

While you can collect this information manually, Mattermost Enterprise Edition subscribers (Professional and Enterprise plans) can generate and download a Support Packet that includes these details.

You can generate a Support Packet via the System Console or using the mmctl system supportpacket command.

Generate a Support Packet from the System Console

Go to the System Console menu and select Commercial Support.
Click Download Support Packet.

A ZIP file will be downloaded to your local machine. If there are issues generating parts of the packet, refer to the warning.txt file included in the ZIP.

Before You Generate

Navigate to System Console > Environment > Logging
Ensure Output logs to file is set to true
Set File Log Level to DEBUG

Sanitization

Sensitive data like passwords and tokens are automatically stripped during generation. However, please manually review and sanitize any additional confidential details (especially plugin configurations) before sharing the packet.

From Mattermost v10.1, plugins can mark configuration fields as hidden, enabling automatic sanitization. For plugins that don’t do this, review and edit their plugin.json file manually. When sanitizing, replace values with examples using similar special characters to preserve format validation.

Contents of a Support Packet

The Support Packet may include the following files:

mattermost.log – Mattermost logs (one per node in HA deployments)
plugins.json – List of active/inactive plugins
sanitized_config.json – Sanitized server config
stats.yaml – Usage statistics
jobs.yaml – Job execution summaries
diagnostics.yaml – Core and plugin diagnostic data
permissions.yaml – Roles and scheme info
metadata.yaml – Support packet metadata
cpu.prof, heap.prof, goroutines – Go runtime profiling data
tsdb_dump.tar.gz – Present if Metrics Plugin is installed and enabled
warning.txt – Any errors or missing data during generation

After Generating the Packet

Share the ZIP file as part of your support request to Mattermost. After generating the packet, disable debug logging to reduce log file size and maintain server performance.

Privacy and Compliance

Mattermost will handle your information carefully in accordance with our Privacy Policy.