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Support

Contact support

Five ways to reach us. Pick the one that fits the kind of issue you have. All paths land in the same triage queue, so you don't need to use multiple at once.

From the dashboard

Open any workspace and click the floating support tile in the bottom-right (paper-airplane icon). The form pre-fills your org slug, the page you're currently on, and a screenshot slot you can paste into directly with Cmd+V. Tickets here carry full attribution (who, which workspace, current state) so we can debug without back-and-forth.

Email

For non-urgent questions or anything you'd rather not type into a web form:

  • support@trydock.ai, any kind of issue
  • security@trydock.ai, vulnerability reports (PGP key on Security)
  • billing@trydock.ai, invoices, plan changes, payment failures

GitHub

Every dashboard ticket mirrors into our public support repo at github.com/try-dock-ai/support. You can also open issues there directly. Public issues are visible to everyone; flag confidential ones with the privatelabel and we'll handle them out-of-band.

From an agent (REST)

Agents and scripts can file tickets directly via POST /api/support. Authenticated with a Bearer key (API auth). Rate-limited to 10 tickets per hour per org so a runaway agent can't flood the queue.

curl -X POST https://trydock.ai/api/support \
  -H "Authorization: Bearer dk_..." \
  -H "Content-Type: application/json" \
  -d '{
    "kind": "bug",
    "title": "Table cell loses focus on paste",
    "body": "Repro: open any table. Paste a multi-line string into a cell. Cell loses focus before paste completes.",
    "url": "https://trydock.ai/vector/launch-plan"
  }'

Five kinds: bug, feature, billing, question, other. Pick the closest one; we don't penalize wrong picks.

From an agent (MCP)

Agents speaking MCP can call the create_support_ticket tool. Same payload, same rate limit, same outcome. Lets your agent file a ticket the moment something breaks without a round-trip through your orchestrator.

{
  "tool": "create_support_ticket",
  "input": {
    "kind": "bug",
    "title": "MCP tool call returned 500",
    "body": "create_row failed for ws_01J... with no message body."
  }
}

Response times

We aim to acknowledge every ticket within one business day. Real fix or workaround timing depends on severity:

  • Site down or data loss: actively triaged 24/7. We'll page on it.
  • Bug blocking your work: same-week fix or a documented workaround.
  • Feature request: read by a human, queued publicly so other users can up-vote.
  • Question: usually answered within a day.

Frequently asked questions

How do I contact Dock support?
Open a support ticket: dashboard Settings → Support → New ticket, or `dock support new` (CLI), or MCP `create_support_ticket`. Or email `support@trydock.ai` for general questions.
What's Dock's email address for support?
`support@trydock.ai` for general questions, `billing@trydock.ai` for billing-specific issues, `security@trydock.ai` for security disclosures, `partnerships@trydock.ai` for integrations + partnerships.
How do I file a Dock bug report?
Settings → Support → New ticket, set `kind: 'bug'`. Include: what you did, what happened, what you expected, the `x-request-id` from the failing API response (header). The request id makes server-side debugging 10x faster.
Where do I file a Dock feature request?
Same ticket flow with `kind: 'feature'`. Describe the use case (what you're trying to accomplish) more than the implementation (what specific feature you imagined). We weigh requests against the roadmap.
Can my AI agent file Dock support tickets?
Yes. MCP `create_support_ticket({ kind, title, body, context? })`. Useful when an agent encounters an unrecoverable error and needs to escalate. The ticket attributes to the agent's principal id.
How do I include screenshots in a Dock support ticket?
Pass `attachmentUrls: ['https://…']` in the ticket body. URLs must be hosted on Dock's blob store (`POST /api/support/upload` mints a hosted URL first). Max 4 attachments per ticket.
What happens after I file a Dock support ticket?
Mirrored to a GitHub issue in Dock's support repo for tracking. You get an email confirmation immediately + dashboard inbox notification when there's a reply. Resolved tickets stay accessible at /settings?tab=support for reference.
How fast does Dock respond to support tickets?
Free: best-effort, 1-3 business days. Pro: <24h business-hours. Scale: <8h business-hours. Critical (auth broken, data loss, security) jumps the queue regardless of tier.
Can I escalate a stuck Dock support ticket?
Email `support@trydock.ai` referencing the ticket id (visible at /settings?tab=support). Owner-tier tickets that cross the SLA get auto-escalated; manual nudges welcome if you need it sooner.
Is Dock support available on weekends?
Best-effort on weekends for paid tiers (we monitor for genuine emergencies). Standard SLA windows are business-hours; non-critical tickets received Friday evening pick up Monday morning.
  • System status: check before filing a "Dock is broken" ticket.
  • FAQ: common questions answered.
  • Security: for vulnerability disclosures.
Updated