Ticket Submission Information

Only an account's Main Support Contact is able to submit a ticket. If you do not see the Submit a New Request option in the Submit a Request drop-down on the Support Center Main Menu, you are not designated as a Main Support Contact. Contact the designated Main Support Contact at your organization and ask them to submit the ticket. 

Contact your primary Momentus contact to designate or change a Main Support Contact. The standard support plans include one Main Support Contact plus a backup.  

Ideally, the main contact is someone who:

• Understands the business objectives and processes
• Has a passion to support the team
• Understands how your organization uses the application
• Is responsive and reactive to user requests
• Is familiar with our self-service tools (Knowledge Base, Community, and so on)

If your Main Support Contact will be out for an extended period, contact your primary Momentus contact to name a temporary contact.  

Request Forms

If you are the designated Main Support Contact, you may see the following request forms:

• Report an Error – Report an error/issue to Customer Support.
• Hosted Database Update Request / Copy Test to Prod – Schedule a patch application, an upgrade, or request to copy your Production database. Available to Cloud customers only.
• Contact your Customer Success Manager – Ask a how-to or general question. Available to organizations with Customer Success Plans only. For information about Customer Success Plans, please connect with your primary Momentus contact.
• DWG Conversion Request – Submit your DWG floor plan file(s) for object clean up. Available to customers with Exhibition Management only.

Enhancements and Product Suggestions

We love to hear your ideas and suggestions for improving Momentus products. To submit an idea for consideration, post in our Product Idea Forums.

Review an Existing Ticket

To check existing tickets:

1. Click your user name in the upper right corner of the Support Center main page.
2. Select My Activities. This page shows your entered tickets, CC'd tickets, and your organization's tickets. You can also review your Support Center activity and the content you are following.

You are also able to escalate and reopen tickets. See Escalate and Reopen Tickets for more information.

Add More People to a Submitted Ticket

You can include other people on a ticket by adding a CC email address to the ticket. Only people with Support Center accounts can be CC'd on a ticket. Use the Sign Up link on the Support Center logon page to create an account for a new user.

To add a CC email address on an already submitted ticket:

1. Click your user name in the upper right corner of the Support Center main page.
2. Select My Activities.
3. Click on the ticket to add the CC on.
4. Enter the email address into the CC field.

Receive Notifications for Your Organization's New Tickets

Subscribe to your organization’s requests to receive notifications on all entered tickets.

To subscribe to your organization:

1. Click your user name in the upper right corner of the Support Center main page.
2. Select My Activities.
3. Click Organization requests under the My requests section.
4. Click the Follow button next to the Organization drop-down. If assigned to multiple organizations, select each organization and click the Follow button.

To stop notifications return to the My Requests page and click the Unfollow button.

Usure of your Momentus primary contact?  Email Education@GoMomentus.com to request assistance.