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TrueFoundry tracks every customer issue, bug, and feature request in a single Support Portal so nothing gets lost in chat history. You can also visit truefoundry.com/support for an overview of all support channels and SLAs. There are two ways to open a ticket:
  1. From your shared Slack or Microsoft Teams channel (recommended) — tag @TrueFoundry Team in the thread, and a portal ticket is created automatically.
  2. From the in-product Support Portal — open it directly when Slack/Teams is restricted on your network, when you don’t have a shared channel set up, or when you want to attach long descriptions, screenshots, or logs through a structured form.
Prefer Slack or Teams for everything — even bugs and feature requests. The integration logs the message into the Support Portal automatically, so you keep the conversation in your team’s chat and get the same tracking, SLAs, and history as a portal-raised ticket.

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Walkthrough

If TrueFoundry has set up a shared Slack or Microsoft Teams channel with your organisation, this is the fastest way to reach us — the message stays in the conversation thread your team is already using, and the integration mirrors it into the Support Portal so it gets the same tracking and SLAs.
1

Tag the TrueFoundry team in your shared channel

In the shared Slack or Teams channel, start a thread describing your issue and tag @TrueFoundry Team. The bot replies in-thread to confirm a ticket has been opened and shares the ticket ID.
Slack thread tagging the TrueFoundry Team and the bot replying with a new ticket ID

Tag @TrueFoundry Team in Slack to open a ticket

2

Add priority and component details

The bot follows up in the same thread with a short form asking for Priority (P0–P3) and Question Type (component affected — gateway, infra, MCP, etc.). Fill them in and click Submit.
TrueFoundry Support bot asking for Priority and Question Type before submitting the ticket

Slack/Teams follow-up form for priority and component

3

Track the ticket in the Support Portal

The ticket is now visible in the Support Portal alongside any tickets you raised through the UI. You can keep replying in the Slack/Teams thread — every message is mirrored to the portal automatically.

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Option 2 — Raise a ticket from the in-product Support Portal

Use the portal directly when:
  • Your organisation has not set up a shared Slack/Teams channel with TrueFoundry.
  • Slack or Teams is restricted on your corporate network.
  • You want to attach a long description, structured logs, or multiple screenshots through a form.
  • You want to file a ticket on behalf of someone else, or browse and filter the full ticket history.

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Prerequisites

  • You have access to your TrueFoundry tenant.
  • The Support Portal is enabled for your account.
If you do not see the “Support” button in the left navigation, the portal may not be enabled for your tenant or your control plane could be on an older version. Reach out to your TrueFoundry Customer Success contact to enable it.
Support menu item in the TrueFoundry left sidebar with Raise a ticket and Chat with us options

Support entry point in the TrueFoundry sidebar

1

Open the Support Portal

Sign in to TrueFoundry, click Support in the left sidebar (under Help & Support), and choose Raise a ticket. You’ll be redirected to the Support Portal in a new tab.
TrueFoundry UI with the Support menu expanded showing Raise a ticket and Chat with us options

Support menu expanded from the bottom-left of the TrueFoundry UI

2

Click Create Ticket and pick the ticket type

In the portal, click Create Ticket and choose:
  • Support Ticket — general help, guidance, or how-to questions.
  • Bug — something is not working as expected.
3

Fill in the ticket details

TrueFoundry Support Portal ticket form showing Name, Email, Subject, Description, Priority and Component Affected fields

Support Ticket form with Subject, Description, Priority, and Component Affected

Click Submit when you’re done.
4

Track ticket status and history

The ticket appears immediately in the portal. Returning to the portal at any time shows you:
  • Issue ID
  • Who raised it
  • Priority
  • Created time
  • Current status and the latest updates from the TrueFoundry team
TrueFoundry Support Portal listing tickets under On TrueFoundry and On you sections with Issue ID, Requester, Issue title, Priority, Due On and Created columns

Support Portal ticket list grouped by ownership

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Best practices

To help us resolve your tickets faster, include:
  • Environment — prod, staging, or dev (and which cluster/workspace).
  • Impact — who is blocked, what is failing, and how many users are affected.
  • Logs and screenshots — links to logs in your observability stack are even better than pasted snippets.
  • Reproduction steps — for bugs, the minimum sequence we need to follow to see the same failure.
  • What changed recently — recent deployments, config changes, version upgrades, or new integrations are usually where bugs live.

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FAQ

No — small, quick questions can stay in your shared Slack/Teams channel without tagging @TrueFoundry Team. Open a ticket (either through the channel tag or the portal) when the issue needs tracking, has business impact, or is anything that affects production.
Yes, as long as you tag @TrueFoundry Team in the thread. The integration creates a portal ticket and links the conversation to it. If you forgot to tag, just edit the message or post a follow-up that tags us.
Yes. Every Slack/Teams ticket has a portal ticket ID; you can open that ticket in the Support Portal at any point to attach files, reply with a longer description, or hand off the issue to a teammate.
Use the in-product Support Portal (Option 2 above) for all tickets. If you’d like a shared channel set up, ask your TrueFoundry Customer Success contact.