Support tickets

When Theo, the VitalSentinel AI assistant, cannot answer, the VitalSentinel team can. A support ticket sends your question to the team. You write, read and manage your tickets in the Theo chat.

Ways to open a ticketCopy Anchor Link

• In a conversation with Theo, click Send to the team or Talk to the team. The ticket can include the conversation.
• In the Chat settings menu, click Write to the team.
• On the Tickets tab of Your conversations, click New ticket.

You can also type "talk to a human" or "contact support" in the Ask Theo box. Theo then offers to pass the question to the team.

Send a conversation to the teamCopy Anchor Link

When you click Send to the team or Talk to the team, a form opens in the conversation. The heading is "Send this to the team?". The text says "Your question goes as written. Change any detail below first." A line under it shows the workspace and the domain.

1. In Category, keep the category that Theo selected, or select another one.
2. In Subject, keep the subject that Theo wrote, or change it.
3. Optional: in Anything to add?, add detail for the team.
4. Keep Include this conversation selected to attach the conversation.
5. Optional: click Add a file to attach a screenshot or a log.
6. Click Send to the team.

To cancel, click Not now.

Include this conversationCopy Anchor Link

When Include this conversation is selected, the team sees what you asked and what Theo answered. To read the text that goes with the ticket, open What gets attached. Clear Include this conversation to send only your question and your note.

After you sendCopy Anchor Link

The conversation shows "Ticket #[number] opened. Replies land in Your tickets." Click Open ticket to see it. Later, the conversation shows "This conversation was sent to the team." You can send each conversation to the team only once.

If the ticket cannot be sent, VitalSentinel shows "Couldn't send this to the team".

Write a new ticketCopy Anchor Link

Write to the team and New ticket open the New ticket form. The form says "Tell us what is going on in your own words. We add the page you are on for you."

1. In Category, select a category.
2. In Workspace, select a workspace.
3. Optional: in Domain, select a domain.
4. In Describe the problem, write what happened and what you expected.
5. If the category is Bug Report, optionally fill in Steps to reproduce.
6. Check Subject. VitalSentinel takes it from your first line.
7. Optional: click Add a file.
8. Click Send to the team.

The description needs at least 10 characters. The subject needs at least 5 characters. While you type, a Might answer it list shows docs pages that match your words.

CategoriesCopy Anchor Link

Technical Support and Billing & Payments need a workspace on a paid plan. For these categories, the Workspace list shows only paid workspaces. If you have none, it shows "No paid workspaces". For the other categories, you can select None.

AttachmentsCopy Anchor Link

You can attach files to a ticket and to a reply. The hint under the button says "Images, video, PDF or logs · up to 10 MB each". A file over 10 MB shows the message "[file] is too large – the limit is 10 MB". When you send a conversation to the team, you can attach up to 10 files.

To remove a file before you send, click the remove button on the file. Click a file in a ticket to download it.

Your ticketsCopy Anchor Link

To see your tickets, open Chat settings > Your tickets. You can also open the Tickets tab of Your conversations.

• Search tickets finds tickets by subject or ticket number.
• Active shows the tickets that are not resolved or closed. All shows all tickets.
• Each row shows the subject, the status, the ticket number and the time of the last change.
• The list shows 10 tickets on each page.

If you have no tickets, the list shows "No tickets yet" and "Have a question or a problem? Send it to the team." If your search finds nothing, it shows "No tickets match" and "Try a different search or filter."

Ticket statusCopy Anchor Link

Read and reply to a ticketCopy Anchor Link

Click a ticket to open it. The top row shows the status and the category. Click Details to see the workspace, the domain, the creation date, the steps, the page and the browser.

Messages from the team show the name of the team member, or VitalSentinel support. Your messages show You.

1. Type your reply in the Reply to the team box. A reply can have up to 10,000 characters.
2. Optional: click the paperclip to attach files.
3. Press Enter to send.

VitalSentinel shows "Reply sent". If a ticket is Resolved, the line "Replying will reopen this ticket." shows above the box.

Ticket emails on or offCopy Anchor Link

Each ticket has its own email setting. Open Details and use the Email me about updates to this ticket switch. VitalSentinel shows "You will get emails about this ticket" or "Emails about this ticket are off".

New repliesCopy Anchor Link

When the team replies, the Theo button shows a red number with the count of new replies. A ticket reply bubble also shows above the Theo button. See Tips from Theo.

Close and reopen a ticketCopy Anchor Link

To close a ticket, click Close this ticket below the reply box. VitalSentinel shows "Ticket closed".

A closed ticket shows "This ticket has been closed.". To reopen it, click Reopen ticket. You can reopen a closed or resolved ticket for 72 hours after it was closed or resolved. VitalSentinel shows "Ticket reopened".

TroubleshootingCopy Anchor Link

Why can I not select Technical Support for my workspace?Copy Anchor Link

If the Workspace list shows "No paid workspaces", your workspaces are on the Free plan. Technical Support and Billing & Payments need a paid plan. Select General Inquiry or Bug Report, or see Billing.

Why is there no Reopen ticket button?Copy Anchor Link

If more than 72 hours passed since the ticket was closed or resolved, you cannot reopen it. Write a new ticket instead.

Why does Send to the team not show?Copy Anchor Link

If the conversation was already sent to the team, it shows "This conversation was sent to the team." Click Open ticket to continue in the ticket.

RelatedCopy Anchor Link

• Ask Theo - conversations with Theo.
• Tips from Theo - ticket reply bubbles.
• Theo and Your Privacy - what the team sees, and how long VitalSentinel keeps tickets.
• Consultations - book a video call with an expert.
• Troubleshooting - fixes that you can try first.