Raise and read support tickets

Message your build specialist from the terminal, attach the evidence, and read or wait for the reply. Every builder has a build specialist: a human engineer who reviews conversations first, including conversations written by agents.

Prerequisites

• A signed-in CLI.
• What happened: the command, the deployment environment or resource id, the exact error.

Raise a ticket

1. Write the message. Keep it short, usually under 200 words: a specific subject on the first line, then the problem and its impact, expected versus actual, the command and ids, what you tried, and the help you need. Say when something is unknown. Do not paste a transcript or a full log.

   ticket.md

   Build access denied for acme.shop.orders.v1
   
   `alis build acme.shop.orders.v1 --json` fails with `PermissionDenied`, blocking our fix.
   `alis doctor --json` reports no local issues. Can you check my build access?
   

2. Send it to the Alis Build platform team:

   ❯ alis specialist send-message --message-file ./ticket.md --json
   

   The command asks you to confirm, then returns a receipt with ticket, url (the console page), state: persisted and verified. persisted means stored, not read.

3. Attach evidence separately, so the message stands on its own:

   Shell

   alis doctor --ticket <ticket-id>
   alis specialist send-session --ticket <ticket-id> --harness claude-code
   

   Diagnostics never include credentials; session transcripts have credentials masked before upload.

To a teammate insteadFrom an agent

A private conversation with a member of your product; support staff get no implicit access:

Shell

alis specialist resolve ana@example.com --product acme.shop --json
alis specialist send-message --to ana@example.com --product acme.shop --message-file ./memo.md --json

resolve checks the person and shows who will see the conversation. The email must match one current member exactly.

An agent prepares, gets approval, then sends with a key that makes retries safe:

Shell

alis specialist send-message --message-file ./ticket.md --dry-run --json
alis specialist send-message --message-file ./ticket.md --expect-sha256 <digest> --idempotency-key <unique> --approve --json

--dry-run sends nothing and prints the envelope with the body digest. --approve is the human's go-ahead; an agent never adds it on its own. A retry with the same --idempotency-key returns the original receipt with replayed: true.

Read tickets

1. List your conversations:

   ❯ alis specialist tickets --state all --json
   

   Each has ticket, url, display_name, state, answered and waiting_on.

2. Read one:

   ❯ alis specialist get tickets/<id> --json
   

   waiting_on says whose move it is (builder, specialist, nobody); pending_action names what you are asked for with the exact command that answers it.

3. Reply on the same conversation:

   ❯ alis specialist send-message --ticket <id> --message "Thanks, shipping a fix."
   

4. Wait for the next reply instead of polling:

   ❯ alis specialist wait tickets/<id> --timeout 2h --json
   

   Exit 0 with the reply, or exit 5 with reply_timeout when nothing changed. alis support is an alias for alis specialist.

In the TUI, S opens the Build specialist page, + starts a conversation, and on a failed operation S opens a conversation about that failure.

Related: alis specialist, Diagnose problems.