Support - PairCoder Docs

PairCoder includes a built-in support system that lets you create, track, and manage support tickets. You can use the CLI from your terminal or the web portal at paircoder.ai — both are fully functional and stay in sync.

License Required

Support requires a valid PairCoder license. Your license tier determines the level of support you receive. See Tier Comparison for details.

Two Ways to Get Support

Choose whichever method fits your workflow — tickets created in one are visible in the other.

Method	Best For	Features
CLI	Quick submissions without leaving the terminal	Create, list, show tickets; auto-attaches system info; JSON output
Web Portal	Browsing tickets, reading conversations, adding comments	Create tickets, view details, post comments, track status

CLI Commands

The CLI provides four support commands:

Command	Description
`support create`	Submit a new support ticket
`support list`	View your tickets
`support show <id>`	View ticket details and comments
`support open`	Open the web portal in your browser

Creating a Ticket

bash

bpsai-pair support create --type bug --title "Login fails after upgrade" \
  --description "After upgrading to 2.15.7, the license validation step times out."

Output:

text

Ticket created: Login fails after upgrade
  Use bpsai-pair support list to see your ticket ID.

Options

Flag	Required	Description
`--type`	Yes	Ticket type: `bug`, `feature`, `question`, `billing`, or `general`
`--title`	Yes	Short summary of the issue
`--description`	No	Detailed description of the problem or request
`--json`	No	Output the raw API response as JSON

Automatic System Info

Every ticket you create from the CLI automatically includes your OS, Python version, PairCoder version, and active plan/task. This helps the support team diagnose issues faster.

Ticket Types

Type	When to Use
`bug`	Something is broken or not working as expected
`feature`	Request a new feature or enhancement
`question`	General questions about usage or configuration
`billing`	License, payment, or subscription questions
`general`	Anything that doesn't fit the above categories

Listing Tickets

bash

# List all your tickets
bpsai-pair support list

# Filter by status
bpsai-pair support list --status open
bpsai-pair support list --status closed

# JSON output
bpsai-pair support list --json

Output shows a table with ticket ID, type, title, status, and creation date, sorted by most recent first.

Viewing a Ticket

Use support show with a ticket ID to see full details and the conversation history.

bash

bpsai-pair support show 42

Output:

text

42 — Login fails after upgrade
  Status: open
  Type: bug
  Created: 2026-02-12

After upgrading to 2.15.7, the license validation step times out.

Comments (1):

  support — 2026-02-12
  Thanks for reporting this. We've identified the issue and a fix
  will be included in the next patch release.

Opening the Web Portal

bash

# Open portal in your default browser
bpsai-pair support open

# Print the URL instead of opening (useful for remote/SSH sessions)
bpsai-pair support open --no-browser

This generates a one-time authentication code from your license, builds a portal URL, and opens it in your browser. You're automatically logged in — no passwords needed.

Web Portal

The support portal at paircoder.ai/support provides a visual interface for managing your tickets. To access it, run bpsai-pair support open or navigate directly after authenticating.

Ticket List

After logging in, you'll see all your tickets displayed as cards. Each card shows the ticket number, type badge, title, status, and creation date. Click any ticket to view its full details.

Screenshot: Ticket List

The ticket list shows all your open and closed tickets at a glance. Each card displays the ticket number, type, title, current status, and when it was created.

Ticket Detail

The detail view shows the full ticket information along with the activity timeline — a conversation thread between you and the support team.

Header: Ticket number, type badge, status badge, title, and creation date
Description: The full text of your original ticket
Activity: All comments in chronological order, with labels indicating whether each message is from you or support
Comment form: A text area at the bottom to post a reply

Screenshot: Ticket Detail

The ticket detail view shows the full conversation between you and the support team, with a comment form at the bottom to post replies.

Creating a Ticket from the Portal

Click "New Ticket" from the ticket list to open the creation form. Select a ticket type, enter a title and description, then submit. You'll see a confirmation screen once the ticket is submitted.

Screenshot: New Ticket Form

The new ticket form lets you select a type, enter a title, and provide a detailed description.

Adding Comments

To reply to a ticket, open the ticket detail view and type your message in the comment form at the bottom. Click "Post Comment" to submit. Your comment appears immediately in the activity timeline.

Comments posted from the web portal are visible when viewing the ticket from the CLI (support show), and vice versa.

Authentication

Support commands authenticate automatically using your local license file. No passwords or API keys are needed.

How It Works

CLI commands: Your license ID is sent to the PairCoder API, which returns a short-lived JWT. The JWT authenticates all subsequent requests.
Web portal: Running support open generates a one-time auth code from your license. The code is exchanged for a session token when the portal loads. Your session persists until the token expires or you log out.

Privacy

Only your license ID is sent during authentication. Your license file never leaves your machine. Tickets are scoped to your license — you can only see your own tickets.

Session Expired?

If the web portal shows a "session expired" message, run bpsai-pair support open again to get a fresh authentication token.

Support by Tier

Your license tier determines the support channels available to you.

Feature	Solo	Pro	Enterprise
Documentation	✓	✓	✓
CLI ticket system	✓	✓	✓
Web portal	✓	✓	✓
Email support	✓	Priority	Priority
Dedicated support & SLA	—	—	✓

All tiers can create and track tickets through both the CLI and web portal. Enterprise receives priority handling and a dedicated SLA.

MCP Tool

If you use PairCoder's MCP server, the support_create tool lets AI agents file tickets on your behalf.

json

{
  "tool": "support_create",
  "parameters": {
"title": "Calibration engine returns stale data",
"type": "bug",
"description": "CalibrationEngine.calibrate() returns cached data even after new telemetry records are appended."
  }
}

Troubleshooting

Problem	Solution
"License required" error	Install a valid license with `bpsai-pair license install <file>`. See Licensing.
Web portal shows "Session Expired"	Run `bpsai-pair support open` to get a fresh auth token.
Tickets not loading in the portal	Check your browser console for errors. If you see a CORS error, try refreshing the page or running `support open` again.
CLI returns "Failed to create ticket"	Check your internet connection. If the problem persists, verify your license with `bpsai-pair license status`.

Contact

For urgent issues or questions outside the ticket system:

Email: support@paircoder.ai