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When something in Ankra is broken or unclear, you want to reach the Ankra team without leaving the portal and without re-typing which cluster you mean. Support tickets are raised from inside Ankra, tied to the cluster they concern, and checked by an AI review before they are filed so the team has what it needs from the first message.

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Where to open a ticket

  • Portal - open your profile menu in the sidebar and select Support. The Support panel lists your tickets; New support request starts one.
  • Command palette - press ⌘ K / Ctrl K and run Create Support Ticket. See Command Palette.
  • CLI - ankra support create, below.
  • AI Assistant - ask it to raise a ticket, below.

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Raising a ticket

1

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.
2

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.
3

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.
4

Track and reply

Follow status changes, read replies from the Ankra team, and add your own comments and attachments as the conversation continues.

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Categories

Severity (low, medium, high, critical) is suggested by the AI review and can be adjusted. These are the severities the SLA sets response times for; medium is the SLA’s Normal.

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Ticket lifecycle

A ticket moves through these statuses: Each ticket records its 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.

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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.

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From Ankra AI and the MCP server

The assistant and the MCP server work the same tickets. Ask Ankra AI to “raise a support ticket about the ingress 502s” and it proposes a Raise support ticket action naming the subject, category, severity and cluster; confirm, and the ticket is filed with source agent, tied to the cluster you were chatting about. It can also list your tickets, read one by its number, reply on your behalf, and close one you consider resolved. The tools are list_support_tickets, get_support_ticket, create_support_ticket, comment_support_ticket and close_support_ticket - see the MCP Tool Reference. Attachments stay in the portal and the CLI.

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From the CLI

create runs the same AI review as the portal and asks you to confirm when it flags the ticket or finds a likely duplicate; --force skips that prompt. See ankra support for every flag.