Raising a ticket
Describe the problem
Give the ticket a subject and description, pick a category, and optionally link the cluster it relates to. Context about the selected cluster is attached automatically.
AI review
Before the ticket is filed, Ankra runs an AI review that enriches it - suggesting a summary, severity, and category - checks quality, may ask clarifying questions, and surfaces likely duplicates of existing tickets.
Submit
Accept the review (or answer its clarifying questions) and submit. If a strong duplicate is found, you can link to the existing ticket instead of opening a new one.
Categories
| Category | Use for |
|---|---|
technical | How-to questions and technical problems |
bug | Something is broken or behaving incorrectly |
feature_request | A capability you’d like to see |
account | Access, organisation, and user issues |
billing | Invoices, plans, and payment |
other | Anything that doesn’t fit above |
low, medium, high, critical) is suggested by the AI review and can be adjusted.
Ticket lifecycle
A ticket moves through these statuses:| Status | Meaning |
|---|---|
pending_review | Created and undergoing AI review |
open | Filed and awaiting triage |
triaging | Being assessed by the Ankra team |
in_progress | Actively being worked on |
waiting_customer | Waiting on a reply from you |
resolved | A resolution has been provided |
closed | Closed |
source (portal, api, cli, or agent), an AI summary, the AI review status, comments (from you, the Ankra team, AI, or the system), and any attachments.
Attachments
Attach logs, manifests, or screenshots to give the team what they need. Attachments are validated by type and size, and there is a per-ticket limit. Download an attachment again from the ticket at any time.API
Support tickets are available programmatically. Browser sessions use the/org/support/tickets routes; token-authenticated clients (CLI, scripts) use the /api/v1/org/support/tickets equivalents.
| Method | Path | Purpose |
|---|---|---|
POST | /org/support/tickets/review | Run the AI review and get enrichment, duplicates, and clarifying questions |
POST | /org/support/tickets | Create a ticket (from a review_id, or with subject + description) |
GET | /org/support/tickets | List tickets (filter by status, cluster_id, search q; paginated) |
GET | /org/support/tickets/{ticket_id} | Get a ticket with comments and attachments |
POST | /org/support/tickets/{ticket_id}/comments | Add a comment |
POST | /org/support/tickets/{ticket_id}/close | Close a ticket |
POST | /org/support/tickets/{ticket_id}/attachments | Upload an attachment |
GET | /org/support/tickets/{ticket_id}/attachments/{attachment_id} | Download an attachment |