Support tickets
A support ticket is how you ask the Midlr support team for help: a question, a problem, a billing issue or an idea for a new feature. You open the ticket in Midlr and then chat with support inside it until it's solved.
Before you start
You need permission to view support tickets. Admins always have it. See Roles & permissions.
Everyone in your business with this permission sees all of your business's tickets, not only their own.
Open your tickets
In the sidebar, open Settings & Support and click Support Tickets. The page is called My Tickets.
The header shows how many tickets you have and how many are Open, In Progress and Resolved.
Open a new ticket
- Click Create Ticket.
- Fill in:
- Subject: a short title, for example "Campaign stuck at 50%".
- Description (optional): what happened, what you expected, and when. The more detail, the faster support can help.
- Category: Technical, Billing, General, Feature Request or Bug Report.
- Priority: see the table below.
- Click Create Ticket at the bottom of the form.
| Priority | Use it when |
|---|---|
| Low | A question or minor issue, no rush. |
| Medium | It affects your work but you have a workaround. |
| High | It blocks important work for you or your team. |
| Critical | The service is down or customers are affected. |
TIP
Say which business number, campaign, bot or customer the problem is about, and add a screenshot in the ticket conversation. Never send passwords or API tokens in a ticket.
Follow a ticket
Each ticket has a status:
| Status | Meaning |
|---|---|
| Open | Waiting for support to pick it up. |
| In Progress | Support is working on it. |
| Resolved | Support thinks it's fixed. If it isn't, reply in the conversation. |
| Closed | Finished. You can't add new messages. |
Use Search tickets… and the All Status and All Priority filters to find a ticket. Click Reset to clear them.
Chat with support about a ticket
- Click the comment button on the ticket's row (it shows the number of messages), or click View and then Open conversation.
- Type your message and click Send.
In the Ticket Conversation you can also:
- attach files (up to 10 MB each),
- record a voice note.
When support replies, their message appears in the same conversation. Midlr doesn't send you an email or push notification about it, so check back on My Tickets. While the page is open, new replies and the message count update by themselves.
Change a ticket
Click View, then Update Ticket to change the subject, description, category or priority, for example if the problem became more urgent.
Share a ticket with your team
If your business uses Team Chat, click Share to Team Chat on a ticket's row to send it to a colleague or group.
Delete a ticket
Click the delete button on the ticket's row, then Delete Permanently. This can't be undone and removes the whole conversation.