Send bug reports and feature requests to Monta from the Helpdesk in Monta Hub, see all your tickets in one place and follow their status.
The Helpdesk in Monta Hub is where your organisation sends bug reports and feature requests to Monta. Every ticket has a status that Monta keeps up to date, so you always have an overview of what you've reported and where each ticket stands, without chasing emails.
See all your tickets in one place
Select Helpdesk in the sidebar. The list shows every ticket your organisation has sent to Monta that you can see: your own tickets and the ones colleagues shared with the organisation.
- Each row shows the Subject, Status, Ticket type and Last activity.
- Tickets with news you haven't read yet are marked with a dot, and the number next to Helpdesk in the sidebar counts them.
- Search by subject, filter the list, for example by status, and export it as a CSV file.
- Closed tickets with unread news are counted at the top of the list. Select Show to see them.
What each status means
| Status | What it means |
|---|---|
| Received | Monta has your ticket and hasn't looked at it yet. |
| In review | Monta is looking into it. |
| Needs your input | Monta needs more information from you. Open the ticket and reply. |
| Confirmed | Bug reports only: Monta agrees it's a bug, and it's waiting to be planned or fixed. |
| Planned | The fix or feature is planned. |
| In progress | Monta is working on it. |
| Shipped | The fix or feature is live. |
| Answered | Monta has answered, for example because it turned out not to be a bug. The answer is in the ticket. |
| Not planned | Monta has decided not to build or change this. The reason is in the ticket. |
| Withdrawn | You withdrew the ticket. |
Follow a ticket
Select a ticket to open it. The ticket page shows the description and files, the conversation with Monta, the details, and a Timeline of every status change.
- Get updates: you follow the tickets you raise automatically. When Monta replies or changes the status, you get an email and a message in Hub. To follow a ticket a colleague shared, open it and select Follow. Select Unfollow to stop the updates.
- Reply: write in Your reply, attach files if needed and select Send. When a ticket says Needs your input, this is how you answer.
- Withdraw: if you no longer need it, select Withdraw ticket.
- Closed tickets: you can't reply to a closed ticket. Raise a new ticket if the problem comes back.
Report a bug
- In Helpdesk, select New, or select Share feedback on any page in Hub.
- Select Bug report.
- Enter a Subject and a Description: what you did, what you expected and what happened instead.
- Select Attach files to add screenshots or a short screen recording (PNG, JPG, GIF, MP4, WebM or MOV, up to 10 MB each). Images and videos preview in the ticket.
- Choose whether to share the ticket with your organisation, then select Send.
Request a feature
- In Helpdesk, select New, or select Share feedback.
- Select Feature request.
- Fill in the Summary, Why (the business problem and its impact), What (the specific ask) and When (when you need it, and why then).
- Optionally add the Product area, the Impact and your Current workaround, then select Send.
Monta's product team reviews every feature request. It's either added to an existing request or becomes a new one, and requests that apply to many customers are published on the Feature requests board under What's New, where operators vote and follow them. Your ticket then shows the request's status. See How do feature requests and voting work in Monta Hub?
Good to know
- Private or shared: a ticket you share with your organisation shows in your colleagues' Helpdesk list too. A private ticket is only visible to you and Monta.
- One problem per ticket makes it faster for Monta to triage and fix.