Support

Plain is OXYGEN's support system of record. In-app Chat, the web ticket form, CLI, MCP, and connected customer Slack channels all create or continue Plain Threads; they are not separate ticket queues.

In the app

/support lists your organization's Threads and opens each at /support/<thread-id>. Its toolbar carries Open support chat and File detailed ticket (subject, details, severity, request type). The same Open support chat control sits under Settings → Support.

/support is not a sidebar entry — reach it by URL, or through the file a detailed ticket link Chat shows when it fails to load. Retry support chat re-initializes Chat after a failure.

Chat is bound to your signed-in user and active OXYGEN organization. Its floating launcher is suppressed everywhere; Chat only opens from those controls.

CLI

Check existing conversations before filing so the same issue is not reported twice:

oxygen support list --status open --json

Prepare the exact payload, review it, then file only when you intend to create the Thread:

oxygen support file \
  --subject "In-app support chat will not open" \
  --body "What happened, what you expected, and what you already tried." \
  --category bug \
  --severity normal \
  --json

oxygen support file is a real write to Plain immediately. It costs zero credits but has no preview mode, so review the subject, body, category, and severity before running it. --category takes question, bug, feature_request, billing, security_data, configuration, agency_directory, or other; --severity takes low, normal, or high. oxygen feedback creates the same canonical Plain Thread — do not submit one issue through both paths.

Track or continue the returned Thread with:

oxygen support get <thread-id> --json
oxygen support reply <thread-id> --body "Additional context" --json

State-changing responses return the oxygen-agent.com/support/<thread-id> deep-link. Plain remains authoritative for status, priority, assignment, messages, notes, and resolution.

MCP and Slack

oxygen_support_ticket_create, oxygen_support_tickets_list, oxygen_support_ticket_get, and oxygen_support_ticket_reply call the same contract as the CLI. An assistant must show the exact filing payload and obtain confirmation before creating the zero-credit Thread. Connected customer Slack channels remain native Slack conversations in Plain and use their configured Tenant mapping and ingestion policy.

For a product failure, include the operation or error code and any relevant run IDs, table IDs, or OXYGEN deep-links (--operation, --error-code, --run-ids, --table-ids, --deep-links). Never include API keys, secrets, or raw credentials.