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Ask Monitr

The AI assistant, Penny, provides instant answers to your questions about how to use Monitr, analyses your financial data (on Premium plans), and helps you manage support tickets directly within the application.

Accessing Ask Monitr​

Click the Ask Monitr (sparkle) icon at the bottom of your sidebar to open the AI panel. The panel slides out from the right side of your screen.

Panel Layout and Views​

The AI panel features an expandable layout and is organized into three tabs:

  • Chat: Chat with Penny and ask questions about Monitr, your reports, budgets, or day-to-day bookkeeping.
  • New Ticket: Create a new support ticket directly from the panel. If your chat conversation requires further assistance, Penny will provide a link to open a pre-filled ticket here.
  • My Tickets: View the status and history of your existing support tickets.

Expanding the Panel​

When viewing the Chat tab, you can click the Expand panel (maximize) icon in the header to switch to a side-by-side view. This displays your conversation history and resources on the left and your active chat on the right. Click Shrink panel (minimize) to return to the standard width. Click Close panel (dismiss) to close the panel entirely.

Chat Capabilities and Data Access​

Penny assists you based on your subscription tier and current screen context:

  • Financial Data (Premium plans): On Premium plans, Penny can read your reports, budgets, transactions, scenarios, and accounting mappings to answer specific data questions, draw charts, and build structured tables.
  • Lite Plans: If your organisation is on a Lite plan, data-driven queries require a Premium plan. Penny will still happily help you with any questions about how to use Monitr.

When Penny processes a request, you will see real-time progress indicators such as Thinking…, Reading your data…, Putting the answer together…, or Almost there…, alongside the specific tools called (such as reading reports, checking budgets, or looking up transactions).

Home Tab & Conversation History​

When opening the Chat tab with a fresh view, the home screen provides:

  • History: Access previous conversation sessions, restore them, or remove sessions you no longer need.
  • Resources: Direct links to the documentation and Monitr release notes.
  • Example Prompts: Quick starter prompts to check your runway, review revenue trends, inspect unmapped accounts, or ask about your current screen view.

What the support ticket system does​

  • Submit new tickets: Create new support requests with a subject, detailed message, tags (e.g., Bug, Integration, Improvement), urgency level, and file attachments.
  • Track existing tickets: View a list of all your submitted tickets, filtered by status (New responses, Open, Closed & resolved).
  • Communicate with support: Expand any ticket to view the full conversation thread and send replies directly from within the application.
  • View ticket details: See the subject, associated organisation, tags, creation date, and current status of each ticket.
  • Monitor development status: For bug-related tickets, a development status (e.g., "open", "in progress", "closed") may be displayed.

Submitting a new ticket​

  1. In the AI panel, click the New Ticket tab.
  2. In the Subject field, enter a concise title for your request.
  3. In the message area, describe your issue or request in detail.
  4. Select one or more Tags that best categorize your ticket (e.g., Bug, Styling / UI, Integrations, Improvement).
    • If you select "Bug", an Urgency section appears. Select the appropriate level from "Low" to "Critical".
    • If you select "S.O.S.", the urgency is automatically set to "Critical".
  5. To add attachments, click or drag files into the Attachments drop zone (max 10 MB per file).
  6. Click Submit ticket.

Upon successful submission, the panel switches automatically to the My Tickets tab.

Viewing and replying to tickets​

  1. In the AI panel, click the My Tickets tab.
  2. Tickets are organized into collapsible buckets:
    • New responses — tickets with unread replies from the Monitr team. This bucket is open by default when new responses exist.
    • Open tickets — active tickets awaiting resolution.
    • Closed & resolved — tickets closed by the Monitr team.
  3. Use the Search tickets… field to filter by subject.
  4. Click any ticket card to expand the full conversation thread. Expanding a ticket with new responses marks them as read.
  5. To reply, type in the Type your message here… field at the bottom and click the Send (paper plane) icon.

Notifications​

The Ask Monitr icon in the sidebar shows a counter when there are unread responses on any of your tickets.