Having issues with a workflow step? Build failing for mysterious reasons? Or just need someone to help you decipher a cryptic log line? We’ve got you.
You can submit a ticket directly from the Intercom Messenger. Our AI assistant will be your first point of contact and will connect you with a human when needed.
💬 Step-by-Step: Submitting a Ticket
1. Open the Messenger
You can find the Intercom Messenger in two places:
On any page of the Bitrise website – look for the chat bubble icon in the lower-right corner.
Inside the Bitrise app – the Messenger is always available from your dashboard.
Make sure you are logged in to your Bitrise account!
2. Say Hello to BitBot, our AI Assistant
You’ll be greeted by BitBot, our AI helper. It’s friendly, fast, and surprisingly good at reading logs (jealous, honestly).
Start by describing your issue in your own words. Example:
Bitrise build failed (exit code: 1). Send help!
3. Let BitBot Try Its Best
First, the assistant will:
Suggest docs
Ask questions
Try to guide you toward a fix
Sometimes it’ll solve things right away. Sometimes it’ll shrug (metaphorically) and bring in a human. Don't forget, you can always escalate to the Bitrise Support Team!
4. Our Humans Are Here for You
There are no “escalate” buttons — we keep it casual.
Just type something like:
Can I talk to someone from Support?
or
I would like to connect to an agent, please!
BitBot will recognize that it’s time to tag in the humans.
5. Provide Important Details
To help us help you faster, include:
Your App/Workspace URL or slug
Steps to reproduce the issue
Build URL or links to failed builds
Logs, screenshots, error messages — anything you’ve got
Bonus points for screenshots and for enabling Support Access
6. We’ll Take It from There
Once your issue is escalated, a real, live Bitrise Support human will join the conversation. You’ll get replies right there in the Messenger and by email (if logged in). We’ll stick with you until things are running smoothly again.
🔍 Check Your Tickets Anytime
Visit the Bitrise Tickets Portal to see your open and past tickets in one place.
Note: The portal only shows tickets — not every Messenger chat turns into a ticket (which is probably a good thing).
💡 Pro Tip
If you send a message that says:
Something broke. Plz fix.
…we’ll probably have to ask follow-up questions.
But if you send:
Workflow fails after stack change to Xcode 15.1, error thrown at “Deploy to Bitrise.io” step, build slug abc123. Here's the full log: [link]
…we might just marry you. (Figuratively.)
Open the Messenger, type away, and we’ll take it from there. We’re here to make your life less stressful and your builds more stable — one ticket at a time. 💬🚀