> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ankra.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> Raise and track support tickets from inside Ankra, with AI triage that enriches, deduplicates, and routes each request.

Support lets you raise tickets without leaving Ankra. Open a ticket from the portal, attach logs or screenshots, and follow the conversation through to resolution - all tied to the cluster it concerns. An AI review step triages each ticket before it's filed, so the right severity, category, and context are attached from the start and duplicates are caught early.

***

## Raising a ticket

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Track and reply">
    Follow status changes, read replies from the Ankra team, and add your own comments and attachments as the conversation continues.
  </Step>
</Steps>

***

## 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             |

Severity (`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                           |

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.

***

## 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                                                     |

See the [API Reference](/api-reference/introduction) for full request and response schemas.