Support: when you have to write to a human

Brain answers now and that's where it ends. A ticket stays alive, with a state, until someone works on it. You open it from ☰ → Support.

Opening one

• You pick a zone (it can be a shared one, or none), a category (equipment, sensors, irrigation, light, app, account, or other), urgency, subject, and description.
• You can attach up to 5 photos per message and 20 over the ticket's whole life.
• Limits: 5 tickets a day.

What travels with the ticket

• A frozen snapshot of your zone's state at that moment: day and phase, effective photoperiod, protocol, the equipment with its role and what state it should be in versus what it reports, each sensor's last reading with how many seconds old it is, the last ten alerts, and data about your app.
• You can see it before you send it, in the "what we send to support" dropdown.

The states

• Urgency doesn't change the fix priority: it changes how we find out. High and critical notify instantly; medium and low get grouped into a digest twice a day.
• The notices go by email and, if you have it on, by notification. Replying to the email doesn't work: you have to go in through the link.
• The closing report has five parts: what you reported, what we found, what we did, what's left for you to do, and how long it took.
• A resolved ticket closes itself after 7 days with no activity.