Creating Support Tickets

If you run into an issue, have a feature request, or need help with billing, you can reach our team directly through Support Tickets in Mycelo.

This article explains how to access the Support area, create a new ticket from the Support tab in Settings, and understand how ticket priority and status work.

Access Requirements

• You need access to your team’s Settings area in Mycelo.
• Your workspace may need a plan that includes Priority Support to use Support Tickets. If this feature isn’t included, you’ll see an upgrade message instead of the ticket list.
• To upgrade, use the Upgrade to Business option from the Priority Support card to open Settings → Billing, where an admin can change plans and enable Priority Support.

Once your workspace has Priority Support, the Support Tickets section will be available in the Support tab.

Opening the Support Tab

To get to Support Tickets:

1. Open Settings from within Mycelo.
2. In the left-hand navigation, click the Support tab.
3. The main panel will show a Support Tickets header and either:
   • An empty state (“No tickets yet”) if you have not created any tickets, or
   • A list of your existing support tickets.

If you see a loading spinner, Mycelo is fetching your tickets. This happens automatically when you open the Support tab (and your plan includes Priority Support).

Creating a New Support Ticket

To submit a ticket from the Support tab:

1. Click the New Ticket button in the Support Tickets header.

2. A Submit a Ticket window will open with a form.

3. Fill out the form fields:

   • Subject (required)
     A short summary of the issue or request.
     Example: “Cannot move sticky notes on Brainstorm Board” or “Request: Keyboard shortcut for zoom reset”.

   • Category (required)
     Choose the option that best describes your request:

     • Bug Report – Something in Mycelo is broken or not working as expected.
     • Feature Request – You’d like to suggest a new capability or improvement.
     • Billing Issue – Anything related to plans, invoices, or payments.
     • Other – Everything else that doesn’t fit the above categories.

   • Priority (required)
     Select how urgent the issue is:

     • Low – Nice to have, no major impact on day-to-day work.
     • Medium – Impacts part of your workflow but you can work around it.
     • High – Significant disruption for your team; needs attention soon.
     • Urgent – Critical issue (for example, you cannot access workspaces).

   • Message (required)
     Describe the issue in detail. Helpful information includes:

     • What you were trying to do when the issue occurred.
     • Step-by-step actions leading up to the problem.
     • What you expected to happen vs. what actually happened.
     • The names of any relevant workspaces, boards, or items.

4. Review your details, then click Submit Ticket.

While the ticket is being submitted, the button will change to Submitting… and show a small spinner. If something goes wrong (for example, a network error), you will see an error message and can try again.

Viewing Your Tickets

After you submit a ticket:

• The Submit a Ticket window closes.
• The form is cleared for next time.
• Your new ticket appears in the Support Tickets list.

Your tickets are displayed as cards in the Support Tickets list. Each card shows:

• Subject – The title you provided.
• Status – Where the ticket is in the process.
• Message preview – A short snippet of your ticket message.
• Support Response – A section that appears after a team member replies.
• ID – A short ticket ID you can quote if you contact us.
• Category – The category you chose (Bug, Feature, Billing, or Other).
• Date – The date the ticket was created.

You can return to the Support tab at any time to review past requests and responses.

Understanding Ticket Status

Ticket status is managed by the Mycelo support team and reflects where your request is in the process:

• Open – Your ticket has been received and is waiting to be reviewed.
• In progress – A support specialist is actively investigating or working on your request.
• Resolved – The issue has been addressed or a solution has been provided.
• Closed – The ticket has been fully completed or archived.

If you believe a ticket has been closed or resolved prematurely, you can always submit a new ticket referencing the original ticket ID.

Tips for Getting Faster, Helpful Responses

To help our team assist you more effectively:

• Choose the most accurate category for your request.
• Set priority realistically based on impact to your team.
• Include clear steps to reproduce any bugs.
• Provide screenshots or screen recordings where relevant (for example, share links if they are hosted elsewhere).
• Mention whether the issue affects just you or your entire team/workspace.

The more specific your ticket is, the easier it is for us to diagnose and resolve the issue quickly.

If You Don’t See Support Tickets

If you cannot access the Support Tickets list:

• Your workspace may be on a plan that does not include Priority Support.
• Look for a Priority Support card in the Support tab; if shown, use the Upgrade to Business button (or ask your admin) to adjust your plan from Settings → Billing.
• If you still cannot access Support Tickets after upgrading, contact your workspace admin or owner to check your permissions and plan status.

Once the right plan is active for your workspace, the Support Tickets interface will be available on the Support tab in Settings.