Submitting a support ticket
You submit support tickets from the support drawer in the Portal. Any member of your organization can file a ticket.
Steps
- Click the Support button in the Portal header.
- Click New Ticket at the top of the ticket list.
- Fill in the form (fields below).
- Optionally attach up to 5 screenshots.
- Click Submit Ticket. The button shows "Submitting..." with a spinner while the ticket is created, then you get a "Support ticket submitted successfully" confirmation and return to the ticket list with your new ticket at or near the top (open tickets with an unread support reply sort above it).
The form fields
| Field | Required | Details |
|---|---|---|
| Subject | Yes | A brief summary of your issue. |
| Priority | Yes | Low, Medium, High, or Critical. Defaults to Medium. |
| Description | Yes | Describe the issue in detail — what you were doing, what you expected, and what happened instead. |
| Screenshots | No | Up to 5 images, each up to 5 MB. Image files only on the new-ticket form. |
If you submit without a subject or description, the form shows a validation warning and nothing is sent. If the Portal can't determine your account (rare — usually a stale session), you'll see "Unable to determine your account. Please refresh." — refresh the page and try again.
Attaching screenshots
Click Upload images and pick one or more image files. Each attached image shows as a thumbnail with a remove button (hover over the thumbnail). A counter shows how many of the 5 slots you've used. Files that are too large or aren't images are skipped with a warning message; the rest still attach. Once the 5 slots are full, additional files are refused with a limit warning — select at most 5 files per pick. For more detail on attachments, see Ticket attachments.
Diagnostics are attached automatically
The form notes: "System diagnostics are automatically attached to help resolve your issue faster." When you submit, StackJack automatically collects a diagnostic bundle for the support team — things like your organization's recent tool-call activity, connector configuration status, and subscription state, plus recent (secret-redacted) server logs. No passwords, API keys, or other secrets are included; sensitive values are redacted before anything is stored. The diagnostics bundle is stored with the ticket for the StackJack support team — it never appears in your drawer or its attachment list.
Diagnostics collection is best-effort: if any part of it fails, your ticket is still created normally.
What happens after you submit
- Your ticket appears in the ticket list with status Open.
- The StackJack support team is notified immediately.
- StackJack's automated research assistant may begin investigating your ticket right away. If you open the ticket's conversation while that's happening, you'll see an amber "We're investigating your ticket — typically a few minutes." indicator at the top. See Replies and notifications for how replies work, including AI-assisted answers.
- When support replies, the person who filed the ticket gets an email, and the Support button shows an unread badge for everyone in the organization.
Other ways tickets get created
Besides the drawer, a connected AI assistant can file tickets on your behalf using StackJack's built-in support tools — for example, after a tool call fails. Those tickets show up in the same drawer list alongside tickets filed by people. See Support through your AI assistant.