How to Log a Ticket?

How to Log a Ticket?

A Step-by-Step Guide to Logging a Ticket

Logging a ticket is a crucial step in requesting assistance from a support team when you encounter an issue. This refers to any technical problems, platform access issues or general queries that are not addressed in the Help Centre https://support.mondra.com/portal/en/kb  and need to be attended to in a timely and efficient manner.

The online agent support, including webchat and ticketing queries, is available between 9am and 5pm GMT, Monday to Friday, excluding national bank holidays in England.
If the ticketing system is inaccessible due to technical maintenance, reaching out to the email address support@mondra.com is a suitable alternative for seeking support.

Step 1: Identify the problem

After identifying a problem, it is essential to collect all the specifics about the issue, such as screenshots of any error messages and description of steps for our team to be able to reproduce the situation. If you are submitting a request, clearly define its nature and include any relevant information for a smoother and more efficient resolution process.

Step 2: Navigate to the support channel

Go to https://support.mondra.com/portal/en/home and ensure you are logged in - alternatively, complete the sign in process.



Click on My Tickets to navigate to our dedicated ticketing system. Use the system by following the intuitive interface, accessing your current and previous tickets, and sort by priority, department and channels.

Step 3: Initiate a new ticket

To create a new ticket or open a new support request, click on Add Ticket on the right-hand side.




The following options will appear:



  1. Client Support should be used to log any general queries, request access to the platform, report technical problems, etc. - most of the queries will be reported via Client Support.
  2. Feature-SaaS should be used to report operational issues and feature requests with the platform.

Click on Submit Ticket. A new window will open.

Step 4: Submit a ticket

When logging a ticket, it is important to provide clear information on the issue you are experiencing. Follow the below structure of the form. 
  1. Department - this should be defaulted to Client Support unless you are submitting a platform feature request
  2. Account name - if signed in, the field will contain your company name
  3. Phone - this field is optional, communication with your support agent will be handled via email
  4. Subject - summarise your issue or request in a few words
  5. Description - provide a detailed explanation of the problem/request and include any relevant information, such as error messages, the steps you have taken to arrive at the problem and any troubleshooting routes you have already explored
  6. Escalated to drop-down 
    1. IT: issues relating to sign-in, security, account management, password reset, etc.
    2. Engineering: reporting system bugs
    3. Data and Category: submitting questions associated with insights into specific products displayed on the Mondra Platform
  7. Product name - if your issue is directly linked to a specific product, please include a link 
  8. Priority - indicate the urgency of your request, utilising the following priority system
Low: no disruption to business processes, workaround is available
Normal: temporary disruption to some business processes, workaround is available
High: disruption to vital business processes affecting individual users, no workaround is available
Urgent: disruption to vital business processes affecting all users, no workaround is available
  1. URL requiring support - a link to the page you are having an issue with
  2. Attach a file - any screenshots or relevant files that will help the support team understand the problem better





Step 5: Keep the proof of receipt 

Once a ticket has been submitted, you will receive an acknowledgement email from Mondra IT Support confirming receipt, specifying the ticket reference number and enabling you to access your ticket via the View the Ticket link in the email. If the support team require any additional context/information about your issue, the correspondence will take place over email. The same applies to ticket status updates.

Step 6: Provide feedback

After your ticket has been resolved, you will be notified via email. Please consider providing feedback about your experience to help us improve the support processes. You can find the feedback window towards the bottom of the email. Simply click on the relevant emoticon and provide a description of your experience, highlighting both positive and negative (if any!) aspects of your journey.



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