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Support Tickets

Monitr includes an in-app support ticket system that allows you to submit questions, report issues, and track the status of your requests directly within the application.

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).
  • Receive notifications: A red badge on the Support (chat bubble) icon in the sidebar indicates new responses from the Monitr team.
  • 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.

Opening support​

  1. Click the Support (chat bubble) icon in the sidebar. A red badge with a count appears if there are unread responses from the Monitr team.
  2. The Support drawer opens on the right side of the screen.

Submitting a new ticket​

  1. In the Support drawer, select 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 drawer switches automatically to the My Tickets tab.

Viewing and replying to tickets​

  1. In the Support drawer, 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 Support icon in the sidebar shows a red badge with a count when there are unread responses on any of your tickets. Opening the Support drawer clears the badge.