Support Agent

The Support Agent is a chat-based assistant that walks you through raising a support ticket — picking the right category, capturing what went wrong, attaching evidence, and submitting it to the iKanban support team.

It's available to every signed-in user on a paid plan. You don't need to write a perfect bug report — the agent asks the right questions in order so the support team has everything they need on the first reply.

Opening the Support Agent

There are two ways in:

1. The headphone icon in the navbar. At the top of every page, click the support icon (a question-mark speech bubble). The chat panel slides in with the support provider already selected and the agent's greeting waiting for you.

2. The chat panel's provider dropdown. If you already have the chat panel open with one of the AI providers (Anthropic, Google, OpenAI), open the provider dropdown and switch to Support. The panel rebuilds itself as the support shell, and the triage flow starts.

Either path lands you in the same surface — there's only one Support Agent and one ticket history.

The triage flow

The agent moves through a fixed five-step flow. Each step is a single, focused question:

1. Pick a category

Four buttons appear right under the greeting:

CategoryUse when…
Something is brokenA bug, error, or feature behaving incorrectly
How do I…A usage question — you can't figure out how to do something
Feature requestAn idea or improvement you'd like the team to consider
Account or billingSeats, plans, invoices, payment, subscription

Pick the closest match. The agent uses it to route the ticket to the right person.

2. Pick an area

A second list narrows where in the product the issue lives:

Issues · Sprints · Inbox · Analytics · Settings · Integrations · Other

Pick Other if nothing fits — the description step lets you elaborate.

3. Describe what happened

A free-text box opens with a prompt: "Describe what happened — what you expected vs. what you saw…"

Two sentences are enough. The most useful descriptions answer:

You don't need to be technical. "I clicked Save and the page reloaded with my changes gone" is a great description.

4. Steps to reproduce (optional but helpful)

Another text box: "Steps to reproduce (a numbered list works great)…"

For bugs, this is the most valuable field — it lets the team see the issue themselves. A numbered list is ideal:

1. Go to /teams/IKA/sprints
2. Click "Complete Sprint" while a task is still inprogress
3. Confirm the dialog
4. Refresh — the task is now marked "done" but the sprint is still active

For "How do I…" or feature requests, you can skip this step.

5. Attachments

Drag in a screenshot, screen recording, or relevant file. Anything that helps the team see what you're seeing.

The agent shows each attachment in the conversation as you upload, with file name and size. You can add multiple attachments — useful for capturing both the broken state and the expected state.

You can also skip this step.

Submit

When all required steps are done, the agent shows a Submit ticket card with a summary of everything you've entered. Click submit; you'll get back a ticket number and confirmation.

After you submit

Linking to an existing ticket

If your new question is related to a ticket you've already opened, you can attach it instead of creating a new one:

  1. Open the support panel.
  2. From the history rail, click the ticket you want to add to.
  3. Scroll to the timeline composer and add your message there.

This keeps the conversation in one thread instead of fragmenting across tickets.

Tips for fastest resolution

What the Support Agent is NOT

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