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How to Submit a Ticket to Bitrise Support

Updated this week

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. 💬🚀

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