How to Open a Support Issue

Last updated: May 28, 2026

This article explains how to reach the FriendliAI CX team for questions and non-critical tickets.

1. Quick reference

Two paths to support. Use the one that matches the kind of help you need.

Need to…

Do this

Where it goes

Ask a question

Post in your dedicated Slack channel

ext-{yourCompany} or account-{yourCompany}

Open a non-critical ticket

Start a new Slack thread and react with ticket emoji 🎫,  use the FriendliAI support portal, or email support@friendli.ai

Tracked in ticketing system

2. Your dedicated Slack channel

Every paid FriendliAI customer has a private shared Slack channel named ext-{yourCompany} or account-{yourCompany}. That channel is the front door for everything: quick questions, design discussions, and follow-ups on open tickets.

FriendliAI CX team monitors the channel during US business hours.

3. Opening a non-critical issue

Use this path for bugs, feature questions, account or billing questions, documentation gaps, and anything that is not actively impacting production. You have three equivalent options.

Option A — Slack thread with the ticket emoji 🎫

Inside your dedicated channel:

  1. Start a new thread describing the issue.

  2. React on the first message of the thread with ticket emoji 🎫.

Option B — Support portal

If the issue is sensitive, requires attachments, or you would rather not post in Slack, open the FriendliAI support portal (https://portal.friendli.ai) and submit a ticket directly. The portal lets you set priority, attach logs, and track status in one place.

Option C — Email

Send an email to support@friendli.ai with a clear subject line, a description of the issue, and any relevant attachments (logs, screenshots, request IDs). A ticket is created on receipt and routed to the on-shift Customer Success engineer; replies in the email thread continue to update the ticket.

4. What to include in your report

A short, well-structured first message gets you to a resolution faster. For any ticket or incident, please include:

  • A one-line summary of the impact (e.g., 'P95 latency on our chat workload doubled in the last 30 minutes').

  • Workload / endpoint name, model, and the FriendliAI account or project ID.

  • When the issue started, and whether it is ongoing or intermittent.

  • Steps to reproduce, or a representative request / response example.

  • Any error codes, request IDs, or trace IDs.

  • Business impact — internal-only, customer-facing, revenue-impacting — so we can prioritize correctly.

Thank you — we appreciate your partnership.