Support Session
A support session files a ticket for the iKanban team. You answer three short questions, and the agent files the ticket for you.
Start a session
- Open the chat panel (the iKanban button at the bottom right).
- Open the provider menu under iKanban Agent and choose Support.
- Click + to start a new session.
Pick what it is about
Choose one kind, then the part of iKanban it is about.
| Kind | Use it for |
|---|---|
| Something is broken | A bug or an error |
| How do I… | A question about how to use iKanban |
| Feature request | An idea for the team |
| Account or billing | Seats, plans, invoices and payments |
Answer three questions
The panel asks the questions. After each answer the agent confirms what it captured, in one sentence.
| Kind | Question 1 | Question 2 |
|---|---|---|
| Something is broken | What happened, and what did you expect instead? | What were you doing just before? |
| How do I… | What are you trying to do? | Where are you now, and what have you tried? |
| Feature request | What would you like iKanban to do? | What would it help you or your team do? |
| Account or billing | Seats, plan, invoice or payment? | Which workspace, and what should we check? |
Question 3 is the same for every kind: add a screenshot or a file, or type skip.
After the third answer the agent files the ticket. You do not click a button. The panel shows Ticket SUP-N received with its project, priority and assignee.
Limits
| Limit | Value |
|---|---|
| Questions per session | 3, then the ticket files itself |
| Files per message | 5 |
| Size per file | 10 MB |
| File types | images, PDF, Word (.docx), text files, JSON |
The agent does not write code, explain how iKanban works inside, or show other people's data. For those requests it replies with one sentence and the support email address.
After the ticket is filed
- You get a confirmation email with the ticket key.
- Keep chatting in the same session. Each message becomes a comment on your ticket.
- When the team moves your ticket to a new status, you get an email.
- When the team adds a reply, you get an email. Internal notes and files stay with the team.
- The emails are checked about once a minute, so one can arrive a minute after the change.
Contact
The support email address in the agent's replies and emails comes from the Support inbox field in Superadmin → Support Agent. A change there applies without a deploy.