Support Requests

The Support tab gives you a direct line to the Gravity Rail team. Use it to report bugs, ask questions, or request new features — all from inside your workspace. Every request gets a unique ID so you can track its status and exchange comments with GR staff.

Opening the Support Tab

1. In the workspace sidebar, click the Support icon (life-buoy).
2. The Support tab opens showing your open and recent requests.

You can also reach it directly: https://app.gravityrail.com/w/{your-workspace-uuid}?openTab=support

Filing a Support Request

You can file a request from the Support tab or by asking your Workspace Manager AI.

From the Support tab

1. Click New Request.
2. Choose a type:

   Type	When to use
   Bug	Something is broken or behaving unexpectedly
   Feature Request	You'd like a capability that doesn't exist yet
   Question	You need help understanding how something works

3. Enter a title (short summary) and description (details, steps to reproduce, expected vs. actual behavior).
4. Click Submit.

You'll see the new request in the list with status New and a support request UUID for your records.

Via the Workspace Manager AI

You can ask your Workspace Manager to file a request on your behalf:

"Can you file a support request? We're seeing an error when trying to archive chats."

The Manager will collect the details and submit the request with source: workspace_manager. The UUID it returns is the same one you'll see in the Support tab.

Request Statuses

Support requests move through the following statuses as GR staff works on them:

You'll receive a workspace notification when staff changes the status or posts a reply.

Viewing Your Requests

The Support tab lists your open requests sorted by most recent activity. Each row shows:

• Title and request type
• Status badge
• Last updated timestamp
• UUID (hover or click to copy)

Click any row to open the request detail view, which shows the full conversation thread: your original description, any comments you've added, and staff replies.

Commenting on a Request

To add information or reply to a staff message:

1. Open the request detail view.
2. Type your message in the Add a comment box at the bottom.
3. Click Send.

Comments are visible to both you and GR staff. Internal staff notes are not shown to customers.

Checking Status via the Workspace Manager

You can ask the Workspace Manager to look up a request by UUID:

"What's the status of support request sr_abc123?"

The Manager uses the check_support_request_status tool and returns the current status and any customer-visible comments.

Closing a Request

If your issue is resolved or you no longer need assistance, you can close the request yourself:

1. Open the request detail view.
2. Click Close Request.
3. Optionally enter a closing note (e.g., "Fixed by updating the workflow config").
4. Confirm.

The optional note is saved as a comment before the status changes to Closed. Closed requests remain visible in your history.

Tips

• Include steps to reproduce when filing a bug — a clear sequence lets staff replicate and fix the issue faster.
• Add a comment instead of filing a duplicate — if you have more details on an existing request, comment on it rather than opening a new one.
• Watch for "Waiting on Customer" — when staff is waiting for your response, the request stays open. Reply with the requested info to keep it moving.
• Copy the UUID for support chat — if you contact GR through another channel, sharing the UUID lets staff pull up the request instantly.

Related

• Workspace Manager — Filing and checking requests via the AI
• Notifications — Control how you're alerted to status changes and staff replies