How to create a new support ticket

Modified on Mon, 12 Dec 2022 at 03:59 PM

You can report a Bug, request a new Feature or contact us with any Support query by creating a new Ticket.

If you are on the Monolith AI Platform, navigate to the top right hand side of your screen and click on the Support button

This will take you to the Monolith AI Support Portal home page. Click on "New Support Ticket" to go to the support form. 

Fill in the Support Form, and click Submit when you are done

Once a new ticket has been created you will receive a confirmation email that a ticket has been created.

You can view any Tickets that are currently Open or Pending Tickets by navigating to the Tickets page. Use the drop-down button next to the words "Open and Pending" to view ALL Tickets or view only your Resolved or Closed Tickets

Ticket fields and what they mean


This is your email address that you have registered with on the portal and will be filled in automatically by the portal. You cannot edit the email address here. If you would like see notifications when an agent replies on a different email address you can CC yourself using the "Add people to the conversation" button

Reason for this ticket

There are three reasons to select from

  • Something isn't working as it should
  • Requesting a new feature
  • Need help to understand how to use the platform

Level of impact on your work

Let us know if your issue, request or question impacts your ability to use the platform

  • Low - platform is available, minor fault that does not affect the ability to use core features
  • Medium - platform is available but a process is not performing as intended
  • Major - a core process within the platform is severely impaired
  • Critical - platform is unavailable for all users

Area of Platform

Select what area of the platform your ticket is in reference to (If applicable)


Add a short subject to describe the contents of the Ticket. It's a good practice to include keywords in the subject, this allows the portal to suggest related articles that may be useful when you click out of the subject box:


Describe your issue, request or query in detail. If applicable please us this area to send us links to Notebooks and any attachments that may be relevant by clicking on + Attach a file 

Please Note there is a 20MB file size limit per attachment (you can attach multiple files if each of them are less than 20MB in size)

Notebook(s) affected

Add the URL or number of the notebooks or dashboards affected, or examples to demonstrate your issue/request.

Error IDs

You can also copy and paste any Error IDs you have noticed any on the platform related to your issue, it is possible to add multiple error IDs.

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