Replies, notifications, and AI-assisted answers

This page covers the conversation view — reading and sending replies — plus how you're notified when support responds, and how StackJack's AI-assisted support works from your side.

The conversation view

Click any ticket in the drawer's list to open its conversation. From top to bottom you'll see:

• The ticket's priority and status badges and when it was created.
• An amber "We're investigating…" indicator when automated research is running (see below).
• Your original description, shown as the first message card labeled You (blue accent).
• The message thread in chronological order. Your organization's messages are labeled You (blue accent); replies from the StackJack team are labeled Admin (green accent). Timestamps are relative ("2h ago"); older ones show a full date in Eastern Time.
• Attachment thumbnails under the messages they belong to — click one to open it in a new tab.
• The reply area (unless the ticket is closed).

The conversation updates live: if support replies while you have the drawer open, the new message appears without a refresh.

Sending a reply

1. Open the ticket's conversation.
2. Type your message in the reply box.
3. Optionally click Attach files to add up to 5 files (see Ticket attachments for types and limits).
4. Click Send. The button is disabled until you've typed something, and shows "Sending..." while it delivers.

Your reply flips the ticket back to Open — it's in StackJack's queue again. Replying may also restart the automated investigation, so the "We're investigating" indicator can appear again after you reply.

Closed tickets show a "This ticket was closed…" footer instead of the reply box — see Ticket lifecycle for your reopening options.

How you're notified of replies

One nuance: if the support team includes a short closing message when they close your ticket, that message appears in the conversation and you receive the closure email — not a separate reply email.

The reply email tells you which ticket has a response and includes a View Ticket button that opens the Portal directly on that conversation. The notification mailbox is send-only — replying to the email won't reach support. Always respond in the Portal (or through your AI assistant).

There are no notifications for your own actions — teammates see new tenant-side messages by opening the ticket.

The "We're investigating" indicator

When you submit a ticket (and often when you reply), StackJack automatically starts a background investigation of your issue. While it runs, the top of the conversation shows an amber card with a spinner:

"We're investigating your ticket — typically a few minutes."

This is purely informational — you don't need to wait for it or do anything. It disappears when the investigation finishes or when a support reply arrives. Each ticket tracks its own indicator, so if you have several tickets in flight they pulse independently.

AI-assisted answers

StackJack support uses an internal AI research assistant to speed up ticket resolution. When your ticket comes in, it can review the ticket text together with the automatically attached diagnostics and draft a suggested answer for the support team. StackJack staff review AI-drafted answers before they reach you.

What this means from your side:

• The only visible trace of the automated investigation is the "We're investigating" indicator above. StackJack deliberately does not expose the AI's working notes, sources, or internal reasoning in your ticket.
• Replies arrive as normal Admin messages in the conversation and normal reply emails — there is no separate "bot" participant in your ticket thread.
• Nothing is ever posted to your ticket by the AI on its own initiative outside the support team's reply workflow.