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.

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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

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.

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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.

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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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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 for full request and response schemas.