Support Tickets
Bug reports and feature requests you raise in ANTS Platform are saved as support tickets in your organization and sent to the ANTS support team. You can follow each ticket's status in the app.
Raise a ticket
- Open the Support menu in the sidebar or header.
- Select Report a Bug or Feature Request. The Feedback & Support panel opens. You can switch between Bug report and Feature request at the top.
- Enter a Title (up to 200 characters) and a Description (10 to 10,000 characters).
- Optionally add files and link traces (see below).
- Select Send report or Send request. The confirmation shows the ticket reference.
If the deployment sets a custom feedback link (LANGFUSE_UI_FEEDBACK_HREF, see Branding), the menu shows Feedback instead of Report a Bug and Feature Request.
Attachments
| Group | File types | Per ticket |
|---|---|---|
| Screenshots | PNG, JPEG, GIF or WebP | Up to 4 |
| Trace files | TXT or JSON exports or logs | Up to 3 |
| Documents (feature requests only) | PDF, DOCX, Markdown or images | Up to 3 |
- Each file can be up to 10 MB, and all files on a ticket together up to 25 MB.
- File content must match its type.
- Images are re-encoded before they are stored, which removes embedded metadata such as EXIF and GPS location.
Linked traces
Under Linked traces, paste a trace ID or a trace link, and pick the project if you have more than one. You can link up to 5 traces and select Preview to see what is attached. A trimmed copy of each trace (up to 1 MB) is attached so the support team can read it.
Linking traces is offered only for projects where your role can read prompt and response content. See Members & Roles.
What is sent with a ticket
Besides your title, description and files, each ticket includes your name, email and role, the organization name, the page you were on, your browser and time zone, the app version, the deployment's host name, your plan and enabled features, approximate trace counts, and a list of deployment settings with secrets left out.
Support tickets list
Select Support Tickets in the Support menu to open the Support tickets page.
- Search by title, and filter by Type and Status.
- Columns: Title, Type, Status, Raised by, Created and Jira (the ANTS support reference once the ticket is delivered).
- Select a ticket to see its description, attachments (with download), linked traces and both statuses.
| Who | Sees |
|---|---|
| Owner and Security & Compliance | Every ticket in the organization. |
| Every other built-in role except None | Only the tickets they raised. |
With custom roles, the Support tickets module grants Read & Write (raise and see your own tickets) or Admin (see every ticket, the Support settings page, Check now and Retry delivery).
Statuses
Until a ticket reaches ANTS support, the Status column shows its delivery state:
| Delivery state | Meaning |
|---|---|
| Saved | The ticket is stored and about to be sent. |
| Pending delivery | Sending is in progress or will be retried automatically. |
| Delivered | ANTS support has the ticket. |
| Delivery failed | Sending stopped after repeated failures. |
| Not connected | This deployment has no support connection. The ticket is kept in your organization. |
| Earlier report | A bug report or feature request sent before support tickets existed. |
Once delivered, the Status column follows the ANTS support team's tracking: Open, In progress, Resolved or Closed. Hover the status to see the detailed status from ANTS support.
Members who can see every ticket can select Retry delivery on a ticket that is Saved, Pending delivery, Delivery failed or Not connected.
Support connection
Organization Settings → Support shows whether this deployment can reach ANTS support. Only Owners and Security & Compliance members see this tab. Select Check now to test the connection again.
| Connection | Meaning |
|---|---|
| Connected | Tickets reach ANTS support automatically. |
| No route | The deployment cannot reach the ANTS support service over outbound HTTPS (port 443). Tickets stay saved and are sent once the connection works. |
| Key missing | The deployment has no support key. |
| Key revoked | ANTS no longer accepts this deployment's key. Ask ANTS support for a new one. |
When the connection becomes Connected, tickets marked Not connected that were raised in the last 14 days are sent automatically. Older ones can be sent with Retry delivery.
On a self-hosted deployment, the operator connects support with a key provided by ANTS (ANTS_SUPPORT_KEY on the web and worker services) and allows outbound HTTPS to the ANTS support service, directly or through HTTPS_PROXY. Ask your ANTS Platform team for the key and the host to allow.
Retention
Tickets and their attachments are kept until the organization is deleted. See Data Retention.