# 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

1. Open the chat panel (the iKanban button at the bottom right).
2. Open the provider menu under **iKanban Agent** and choose **Support**.
3. 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.