Support through your AI assistant
If you've connected an AI assistant (an "MCP harness" — Claude, ChatGPT, Cursor, and so
on) to StackJack, it can work with StackJack support directly. StackJack exposes a set of
built-in stackjack_* tools that let your assistant check platform status and file,
read, and reply to support tickets on your behalf — without you opening the Portal.
Tickets your assistant files land in the same support drawer as tickets you file yourself, and the StackJack team handles them the same way.
Checking platform status and advisories
These tools are available to any connected assistant:
| Tool | What it does |
|---|---|
stackjack_get_service_status |
Overall platform status, component health, and any advisories relevant to the connectors your organization uses. |
stackjack_list_advisories |
Lists platform advisories — incidents, maintenance windows, release notices, and tool recommendations — with filters for kind, severity, and connector. |
stackjack_get_release_notes |
StackJack release notes, optionally only those newer than a version you specify. |
stackjack_get_tool_guidance |
Per-tool guidance, such as deprecation or replacement recommendations. |
stackjack_refresh_tool_list |
Asks your assistant to refresh its list of available StackJack tools. |
There is no public status page — asking your assistant to run
stackjack_get_service_status is the way to answer "is StackJack having an issue right
now?"
Ticket tools
| Tool | What it does |
|---|---|
stackjack_create_support_ticket |
Files a new support ticket for your organization. |
stackjack_list_support_tickets |
Lists your organization's tickets with status and priority. |
stackjack_get_support_ticket |
Fetches one ticket with its full message thread, including each reply's attachment file names. |
stackjack_add_support_ticket_message |
Adds a reply to a ticket. Replying to a closed ticket automatically reopens it. |
All four ticket tools are available to every connected assistant automatically. They don't need to be added to your connection's allowed-tools list, and a restricted tool list doesn't hide them — the same is true of the status and advisory tools above. (Only StackJack's automation tools work differently: running an automation requires the Agentic Orchestration feature and, per client, an explicit grant.)
Filing a ticket after a failed tool call
When one of your assistant's StackJack tool calls fails with an error worth escalating
(authentication failures, upstream connector errors, timeouts, and similar), the error
response your assistant receives includes a ready-made support ticket draft — a
suggested subject, description with the failing tool and error details, and a priority.
Your assistant can show you the draft and file it with one stackjack_create_support_ticket
call, so "that failed — want me to open a ticket with StackJack?" is a one-step handoff.
Tickets created this way carry the technical context (failing tool, error type, correlation id) so support can start from the actual failure, and the same diagnostics bundle that Portal tickets get is attached automatically. Any error context your assistant includes is validated and scrubbed of secrets before it's stored.
Guardrails you might notice
- Duplicate suppression. If a matching assistant-created ticket (same failing tool and error) was already opened in the last 15 minutes and isn't closed, StackJack returns the existing ticket's id instead of creating a duplicate — your assistant will report that a matching ticket already exists.
- Volume cap. An organization can file at most 30 assistant-created tickets per hour. Beyond that, ticket creation is rejected until the next hour; file urgent issues through the Portal drawer instead.
- No diagnostics in responses. Ticket responses returned to your assistant never include the internal diagnostic files — those are for the support team.
Where the two surfaces meet
Everything stays in sync: a ticket your assistant files shows up in the Portal drawer
(marked with its originating tool context for the support team), replies you send from
the drawer are visible to your assistant via stackjack_get_support_ticket, and support
replies trigger the same email and unread-badge notifications either way.