Support is where you ask the Vimonto Deploy team a question, report something that is broken, or ask for a feature. You write in any language. Your question is first matched against the documentation, so you often have an answer right away; when you don't, it becomes a ticket that our team answers in your language.
You find it under the Support tab at the top of every organization page. Tickets belong to the organization: every member sees them.
Ask a question
- Go to Support and click Ask a question.
- Fill in Subject (5 to 150 characters) and Your question (at least 10 characters). Say what you tried, what happened and what you expected, and paste error messages as they are.
- Under About, pick what it is: A question, Something is broken, Billing or A feature request.
- Optionally pick a Server and a Site it is about. The lists show only the servers you can reach, and the sites on them; after you pick a server, Site shows only that server's sites.
- Click Find an answer.
Answers from the docs
After Find an answer, Vimonto Deploy searches the documentation in the language you use the app in (and in English when that finds nothing) and shows the best matches under In the docs, each linking to the section that matches. When nothing matches, you see Nothing in the docs yet.
When AI is set up on the platform, you may also get a short answer above the links, marked Answer from the docs, written by AI. It is written only from the documentation pages found, in the language of your question. AI is not always available: without it, or when it fails, you get the links only, and opening a ticket works the same.
Then answer Did this answer your question?:
- Yes, solved closes the form; no ticket is made.
- Edit question takes you back to change what you wrote.
- No, create a ticket sends your question to us as written, with the server and site you picked.
Open a ticket
No, create a ticket opens the ticket and takes you to it. Each ticket has a number such as #1042, shown as Ticket #1042 above its subject. The side of the ticket shows About, Opened (the date and who opened it) and the Server and Site you picked, with a link to each.
Our team is told about every new ticket and every reply. You don't need to send anything else.
Write in any language
Write in the language you are most comfortable with. Your messages are translated into English for our team, and our replies are translated into your language. The ticket follows the language you write in, also when it differs from the language of the app.
On a translated message you see Translated from … with the original language; click Show original to read the text as it was written, and Show translation to go back. While a reply is being translated it shows Translating….
Translation needs AI. When it is not available, messages are shown as they were written.
Follow your tickets
The Support page lists the organization's tickets with these columns:
- Ticket: the subject, and below it the number, the topic and who opened it.
- Last activity: when something last happened on the ticket. Click the header to sort by it.
- Status: whose turn it is.
Open and answered tickets come first, the most recently active at the top; closed tickets follow. Use Search tickets… to find a ticket by its subject. The list updates by itself when there is a reply.
Ticket statuses
| Status | Meaning |
|---|---|
| Waiting for support | The ticket is new, or you replied last. It is our turn. |
| Answered | Support replied. It is your turn. |
| Closed | The ticket is closed. A reply opens it again. |
Reply to a ticket
Open the ticket, write under Reply and click Send. Every reply from your side sets the ticket to Waiting for support. Our messages are shown as from Vimonto Deploy support.
Get notified of a reply
When support replies, the person who opened the ticket gets the Support replied notification, with a View ticket button. By default it comes by email, in the app and as a push notification; you can change that under notifications. Other members of the organization are not notified, even though they can see the ticket.
Close and reopen a ticket
Click Close ticket at the top of the ticket when your question is solved. Any member can close a ticket. A closed ticket shows This ticket is closed. Reply to open it again.: replying sets it back to Waiting for support.
Who can open and see tickets?
Every member of the organization, whatever their role, can ask a question, open a ticket, reply to any of the organization's tickets and close them. Every member sees all of the organization's tickets, including members who are limited to the servers of their teams. Members of other organizations never see them.
How long are tickets kept?
A ticket and all its messages, with their translations, are deleted automatically 12 months after it was closed. A ticket that was never closed is deleted 12 months after its last message.
Frequently asked questions
Do I have to write in English?
No. Write in any language: we read it in English and answer in yours. Without AI, messages are shown as written, so a reply may come in English.
Is the AI answer always shown?
No. It is only shown when AI is set up on the platform and the docs search found pages about your question. The links from the docs and the option to open a ticket are always there.
Can my colleagues see my ticket?
Yes. Tickets belong to the organization, so every member can read them and reply. Only the person who opened a ticket is notified of support's replies.
What happens to a ticket when its server or site is deleted?
The ticket stays. It simply no longer links to the server or site.
What if the person who opened the ticket leaves the organization?
The ticket stays with the organization and other members can still reply. Their messages show Former member if their account is gone, and nobody gets the Support replied notification for that ticket anymore.