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Something broken, a question, or an idea? Send a ticket straight to the Mobilerun team from the Cloud. Replies reach you by email and inside the app.

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Open a ticket

Click the speech-bubble icon at the top right of every Cloud page to open the ticket dialog.
The ticket icon, highlighted with a red box, at the top right of a Cloud page
You can also open it from:
  • The command palette (⌘+K / Ctrl+K): choose New ticket or Your tickets.
  • The Ticket item in the ⋯ menu of a device, app, workflow, email inbox or eSIM. This prefills what the ticket is about.

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Fill in the ticket

The new ticket dialog with five numbered red markings: kind, About, title and details, Include page details, and the send button
  1. Kind: Bug (something is broken), Help (a question), Idea, or Praise. For a bug, you also pick how much it blocks you: Blocking, Has workaround, or Minor.
  2. About: the product area. It is prefilled from the page you are on, and you can change it.
  3. Title and details: describe what happened or what you need, up to 4,000 characters.
  4. Include page details: attaches the current page, app version, and error and request IDs so the team can reproduce the problem. Turn it off if you prefer. The info icon shows exactly what gets attached.
  5. Send: submits the ticket. ⌘+Enter / Ctrl+Enter sends it too.

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After sending

The Ticket sent confirmation with two numbered red markings: the ticket number and the View your tickets button
  1. Your ticket number. Click it to copy it.
  2. View your tickets opens the list of your tickets.

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Ask for higher limits

Need more than your plan includes? You have two options:
  • Buy prepaid usage: under Billing → Add-ons, buy extra minutes, credits, or proxy traffic. It is added to your balance right away, no request needed.
  • Request higher overage limits: go to Billing → Usage → Monthly overage limits and click Request increase.
The Monthly overage limits card with the Request increase button highlighted by a red box
Request increase sends a request with your plan and current limits to the team. There is no form to fill in. The same button appears in the usage notice when you reach a limit. The answer arrives like any other ticket reply.

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When the team replies

  • Email: you get a message titled “New reply to your Mobilerun ticket #153” (with your own ticket number) from support@mobilerun.ai. It contains the reply and a View and reply button that opens the ticket in the Cloud.
  • In the app: a blue dot appears on the ticket icon, and the Your tickets tab shows an “unread” count.

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Your tickets

The Your tickets list with two numbered red markings: the Your tickets tab and a ticket row
  1. The Your tickets tab.
  2. Each ticket shows its number, status, and the latest message. Click one to open it.

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Reply

A ticket thread with three numbered red markings: the team's reply, the reply box, and the Send button
  1. The team’s reply.
  2. Write your answer in the box.
  3. Send, or press ⌘+Enter / Ctrl+Enter.
Reply in the Cloud, not to the email, so your answer stays with the same ticket. Replying to a resolved ticket opens it again. The thread refreshes on its own while it is open. Use the refresh icon to update it right away.
Tickets are personal. Only you see the tickets you opened; other members of your organization do not.