Replies, Notifications, and AI-Assisted Support

You read and answer support replies in the Featurebase widget. This page covers what reaches you, what StackJack sends, and what StackJack's support AI does and does not put in front of you.

Reading and sending replies

Select Support in the Portal header on any signed-in page, or use the launcher in the page corner, then pick the conversation. The thread, the reply box, and the attachment control are Featurebase's, so their layout can change without a StackJack release.

Support answers in Featurebase. The StackJack operator console shows the conversation read-only for these tickets and withholds its reply box entirely, so there is exactly one place a reply can be written and exactly one place you read it.

Whatever reaches the Featurebase ticket comes back to StackJack: on each ticket update StackJack re-reads the whole conversation and mirrors it into its own copy, which is what your AI assistant reads through stackjack_get_support_ticket. Internal operator notes are deliberately excluded from that mirror.

Replying to a closed ticket, and what each status means, are covered in Ticket lifecycle and statuses.

How you're notified

Featurebase sends the email and in-app notifications. Your Featurebase notification settings govern what arrives and when.

The Portal shows you the unread count. The Support button in the Portal header carries a badge with the number of unread messages waiting in the messenger, and it updates while you have the Portal open. It appears wherever the Support button does — on signed-in pages, once the support widget is switched on for the Portal. That badge is the messenger's own count surfaced in the header; it is not a separate StackJack notification.

StackJack sends no reply or closure emails of its own. Featurebase sends them.

The one email StackJack still sends is a "we received your request" confirmation, and only when an AI assistant files the ticket through StackJack's support tools. A ticket you open in the messenger gets no StackJack email.

AI-assisted support

StackJack support uses an internal AI research assistant. Three things about it matter from your side.

It does not start on its own. No ticket event starts a research run — not opening a ticket, not replying to one. A run starts when a StackJack operator deliberately asks for one, or when a partner escalates a ticket.

You never see its output. A finished run posts back to the ticket as an internal note that only operators can read. There is no customer-visible research state at all: nothing in your conversation tells you a run happened, and no indicator anywhere reports one.

StackJack does not deliver its drafts to you. A person writes and sends every reply in your conversation. StackJack never sends an AI-written reply on its own.

Two limits on how far that promise reaches:

• An operator may work from the draft. Being written by a person does not mean every word was typed from scratch. An operator can read the AI's research and reuse its wording, the way anyone uses a template.
• Featurebase is a separate product. StackJack controls what StackJack sends. It cannot make guarantees about features Featurebase itself offers to the people answering your ticket.

StackJack deliberately does not expose the AI's working notes, sources, or reasoning in your conversation, and there is no separate "bot" participant in your thread.

Internal escalation

Support can hand a ticket between StackJack and an authorized managing partner. That handoff is internal: private escalation notes and the internal escalation reason are not messages in your conversation and are not sent to you. You see only customer-facing replies.