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Ask Monitr

The AI assistant, Penny, provides instant answers to your questions about how to use Monitr and helps you manage support tickets directly within the application.

tip

Penny currently answers questions about how to use Monitr. Deeper capabilities — such as analysing financial data — are coming soon.

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 Tabs​

The AI panel is organized into three tabs:

  • Chat: Chat with Penny and ask questions about how to use Monitr.
  • New Ticket: Create a new support ticket directly from the panel. If you are asking a question in the chat that requires further assistance, the Penny will provide a link to open a pre-filled ticket here.
  • My Tickets: View the status and history of your existing support tickets.

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.