> For the complete documentation index, see [llms.txt](https://docs.powermonitor.com.br/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.powermonitor.com.br/en/power-monitor/suporte.md).

# Support

Open and track technical support tickets with the Power Monitor team without leaving the platform.

The **Support** screen (titled **Technical Support**) lets you open tickets with the Power Monitor team and track the progress of each one, with a comment history.

**How to access:** at the bottom of the side menu, click **Support**. Available to **all users** in the organization (Users and Administrators).

<figure><picture><source srcset="/files/swXzbLdiGEXjsJ76OVCj" media="(prefers-color-scheme: dark)"><img src="https://3938213054-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FH2bFRBmIfyK3kwVKbldl%2Fuploads%2Fgit-blob-ab33591a0e350b0ba3b4dad8c493f93cebee6485%2Fpm-suporte-lista-en.png?alt=media" alt="Technical Support screen with the organization&#x27;s list of tickets"></picture><figcaption><p>Technical Support</p></figcaption></figure>

## What it is for

* Reporting a problem (for example, a data collection that stopped or a value that does not match).
* Asking for help with configuration or permissions.
* Tracking the team's response and adding information through comments.

{% hint style="warning" %}
**Be careful with sensitive data.** Do not include passwords, client secrets, API keys, connection strings or personal or customer data in the description or comments. To identify a resource, provide the name of the workspace/item or the identifier displayed in Power Monitor.
{% endhint %}

## Features

The features below are available to any user in the organization, from the **Support** item at the bottom of the side menu.

### Ticket list

**What it is:** the main table on the screen, with the **organization's** tickets (not just yours).

**What it is for:** seeing what has already been reported and the status of each ticket, avoiding duplicate tickets about the same problem.

| Column          | Content                                      |
| --------------- | -------------------------------------------- |
| **Ticket No.**  | Ticket number.                               |
| **Title**       | Summary provided when the ticket was opened. |
| **Status**      | **Open**, **In progress** or **Closed**.     |
| **Description** | Ticket text.                                 |
| **Last Update** | Date of the latest activity.                 |
| **Actions**     | **View details** (eye icon).                 |

**How to use:**

1. Find the ticket by its **Ticket No.** or **Title**.
2. Check the **Status** and **Last Update** to see whether there has been any activity.
3. Click **View details** to open the history (see [Ticket Details](#ticket-details)).

**How it works:** the status follows the ticket's progress with the Power Monitor team: **Open** (received, not yet started), **In progress** (being handled) and **Closed** (completed). If the organization has no tickets, *No tickets found* is displayed.

### Open a ticket (New Ticket)

**What it is:** the **New Ticket** button, which opens the **Create New Ticket** side panel with the **Title** and **Description** fields.

**What it is for:** reporting a problem or asking the Power Monitor team for help without leaving the platform.

<figure><picture><source srcset="/files/Kc7x0jset7Ggg5ROvw5U" media="(prefers-color-scheme: dark)"><img src="https://3938213054-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FH2bFRBmIfyK3kwVKbldl%2Fuploads%2Fgit-blob-adf54a693a621611c5cbda95c92c75656cc2e6b8%2Fpm-suporte-novo-chamado-en.png?alt=media" alt="Create New Ticket side panel with the Title and Description fields"></picture><figcaption><p>Create New Ticket</p></figcaption></figure>

| Field           | Rule                                                                                                                              |
| --------------- | --------------------------------------------------------------------------------------------------------------------------------- |
| **Title**       | Required, up to 100 characters.                                                                                                   |
| **Description** | Required, up to 500 characters. Describe the problem or request with as much context as possible (screen, workspace, item, time). |

**How to use:**

{% stepper %}
{% step %}

### Open the form

Click **New Ticket**. The **Create New Ticket** side panel opens.
{% endstep %}

{% step %}

### Describe the problem

Fill in **Title** (up to 100 characters) and **Description** (up to 500 characters). The counters below each field show how many characters have been used. Specify the screen, workspace or item involved and when the problem occurred, without pasting sensitive data.
{% endstep %}

{% step %}

### Submit

Click **Create Ticket** (the button is enabled only when both fields are filled in). The panel closes and the ticket appears in the list with the **Open** status. If something fails, *Could not create the ticket. Please try again in a moment.* is displayed.
{% endstep %}
{% endstepper %}

To give up, click **Cancel**: the panel closes and the form is cleared.

**How it works:** the ticket is recorded with the organization's name and your email. Empty fields or fields over the limit show *Title is required*, *Description is required*, *Title cannot be longer than 100 characters* or *Description cannot be longer than 500 characters*.

### Ticket Details

**What it is:** the **Ticket Details** side panel, opened with **View details**. It shows the title and description, the **Status**, the **Last Update**, the **Last Update Reason** (when there is one) and the **Comment History**.

**What it is for:** tracking the team's response and seeing the entire ticket conversation.

**How to use:**

1. In the list, click **View details** (**Actions** column) on the desired ticket.
2. Check the **Status**, the **Last Update Reason** and the **Comment History**. If there are no comments, *No comments yet* is displayed.
3. Click **Close** to return to the list.

### Reply to or add information to a ticket

**What it is:** the **Add Comment** field, at the end of the **Ticket Details** panel.

**What it is for:** answering a question from the team or adding information (a new time when the problem occurred, the name of another affected item, etc.).

**How to use:**

1. Open the ticket with **View details**.
2. In the **Add Comment** field, write the reply or the additional information (up to 500 characters; the counter shows how many have been used).
3. Click **Add Comment**. The comment is added to the **Comment History** and the field is cleared. If something fails, *Could not add the comment. Please try again in a moment.* is displayed.

## Other channels

In addition to tickets, you can [schedule a support session](https://powermonitor.com.br/suporte) or contact us on [WhatsApp](https://powermonitor.com.br/whatsapp).

## Frequently asked questions

<details>

<summary>I see tickets that I did not open. Is that normal?</summary>

Yes. The list shows all of the organization's tickets, so the team can keep track of what has already been reported.

</details>

<details>

<summary>How do I know the ticket has been answered?</summary>

Open **View details**: the status and the **Comment History** show the team's activity.

</details>

## Related pages

* [Frequently asked questions](/en/perguntas-frequentes.md)
* [Interface and navigation](/en/power-monitor/interface-e-navegacao.md)


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