how to file a good support request

a good request gets you a good answer faster. the portal, sol, and the cli all use the same support-ticket lifecycle below. email is a separate mailbox channel.

what to include

what happened: the actual behavior, in your words. "the timeline app is blank" beats "it's broken."
what you expected: so we know what "fixed" looks like to you.
your version: run journal --version (or sol --version). one caveat: if you installed from a source checkout, the reported version can lag your actual code. mention that if it's you.
your os and platform: macos, linux, or windows, and apple-silicon vs. intel if you know it.
how to reproduce: the steps that trigger it, and whether it happens every time or only sometimes.

the cli does most of this for you

if you file through sol or the cli, the diagnostic details come along automatically:

sol call support create --subject "..." --description "..."

this gathers a diagnostic snapshot including your version, os, service status, recent errors, redacted configuration, and health information. journal entries are not included unless you deliberately attach them. the command shows the full draft before anything is sent. you can edit or redact it, add --anonymous to strip installation identifiers, or cancel outright. nothing leaves your machine without your approval.

what we do with it

every request is read directly. we'll reproduce what we can, ask if we need more, and propose a fix. you decide whether it's resolved. closing a portal request permanently removes its submitted details and leaves the disclosed minimal closed marker and narrow operational records. closing a linked portal request does not delete the original email; ask support@solstone.app from the same mailbox if you want that email exported or deleted.