Braintrust provides a centralized support portal at support.braintrust.dev where organizations can access a realtime view of all support interactions across multiple channels including Slack, email, in-app feedback, and Loop-created issues. Access requires authentication through the Braintrust control plane and relies on third-party cookies.
The portal features four distinct access tiers:Admins possess full visibility and response capabilities for all support tickets while also managing permissions for other team members.Infra Admins can view and respond to all organization support issues and serve as designated contacts for infrastructure-related inquiries.Members have restricted access—they can only view support requests that they personally opened, or create new requests.No Access users cannot log in; they receive an error message stating, “This account is not allowed to access the portal.”
Issues display one of three statuses: “On Braintrust” (awaiting their action), “On You” (awaiting your response), or “Closed” (initial work completed).Organizations can set priority levels when creating issues or apply them retroactively to existing tickets. This priority designation helps communicate importance to Braintrust but doesn’t directly correlate with production severity or impact.
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