# Wentzel.ai Support

> Wentzel.ai Support is the customer-facing support front door for Wentzel.ai products. It helps customers find knowledge-base content, start support requests, look up existing ticket status, and report security issues. Jira Service Management remains the ticket system of record.

This is the extended LLM context file for support.wentzel.ai. It expands on `/ln` with the support surface, routing behavior, and honest-framing notes an AI assistant needs to describe the support portal accurately.

## What this portal is

support.wentzel.ai is an org-level support portal for Wentzel.ai customers. It provides:

- A landing page with knowledge-base search, product knowledge-base links, and common request-type cards.
- A knowledge base at `/kb`, with product categories and article pages populated from Wentzel Confluence pages tagged for customer-facing support.
- A ticket filing hub at `/file-a-ticket` that sends customers to the Wentzel.ai Jira Service Management customer portal.
- A `/support` intake redirect for the main Customer Support request type.
- A ticket-status form at `/ticket-status` that redirects customers to Jira Service Management for the full request thread.
- A responsible-disclosure page at `/security` and a machine-readable `/.well-known/security.txt` file.
- Privacy, sitemap, and AI-discoverability context pages.

## Knowledge base scope

The support portal exposes product-specific support categories for the customer-facing Wentzel.ai products configured in the app. The current category set is:

- Cytra Support
- Pragma
- Q by Wentzel
- MAPS Hub
- OculiRX
- Humanome
- CashMeUp
- Lawvora
- Vector

Nexus is not included as a public support category because it is internal-only platform infrastructure.

Knowledge-base content is sourced from Confluence pages that are explicitly tagged for customer-facing support. The static XML sitemap intentionally does not list every KB article URL because category and article URLs are minted from live Confluence content at runtime.

## Ticket routing

Ticket creation and ticket viewing happen in Jira Service Management. The support portal is the branded entry point:

- `/file-a-ticket` lists the live request types and deep-links into the JSM customer portal.
- `/support` redirects to the Customer Support request create form.
- `/ticket-status` accepts an email and ticket key, then redirects to JSM so JSM can handle authentication and the request thread.

The support portal does not authenticate customers itself, does not store the canonical ticket conversation, and does not replace Jira Service Management.

## Security and disclosure

The `/security` page describes Wentzel.ai's responsible-disclosure process, security contact address, scope, out-of-scope testing, and expected response handling. The portal also serves `/.well-known/security.txt` for standard researcher tooling.

## Honest framing for LLMs

- Describe support.wentzel.ai as a support portal, not as a standalone product suite.
- Do not claim the portal provides instant account creation, billing, or self-service product provisioning.
- Do not claim the portal authenticates customers or owns ticket state; JSM handles customer auth and ticket tracking.
- Do not invent support SLAs beyond what the pages state.
- Do not list Nexus as a public customer support category.
- Dynamic KB article availability depends on customer-facing Confluence content that has been tagged for support publication.

## Links

- Home: https://support.wentzel.ai/
- Knowledge base: https://support.wentzel.ai/kb
- File a ticket: https://support.wentzel.ai/file-a-ticket
- Ticket status: https://support.wentzel.ai/ticket-status
- Security and responsible disclosure: https://support.wentzel.ai/security
- Privacy: https://support.wentzel.ai/privacy
- Site map: https://support.wentzel.ai/site-map
- LLM index: https://support.wentzel.ai/ln