Moraph platform
Moraph Support
Raising support tickets, choosing a severity from S1 to S4, following progress, replying, resolving and reopening.
Moraph Support (support.moraph.com) is where people at Moraph’s clients raise support requests and follow them through to resolution. Requests are handled by Global Resilience Operations, Moraph’s 24/7 operations unit.
For a Critical (S1) incident, raise an S1 ticket and call the support number in your organization’s service agreement, so the on-call team is engaged straight away.
Before you start
- A Moraph account. You can raise S3 and S4 requests straight away.
- Membership of your organization to raise S1 and S2 tickets and to see your colleagues’ tickets.
Most common tasks
- Raise a support ticketDescribe the problem, choose the service, environment and severity, and get a ticket reference to follow it by.
- Choosing a severity (S1 to S4)The four ticket severities, what each one means, and how to choose the right one.
- Follow a ticket and replyFind your tickets, read updates from the support team, see what each status means and add information.
- Resolve, reopen or close a ticketMark a ticket resolved when you’re satisfied, reopen it if the problem comes back, or close it for good.
- Who can see your ticketsTickets are shared with everyone in your organization once your account belongs to it, and never with other organizations.
Getting started
What it is, what you need, and your first steps.
- Raise a support ticket
Describe the problem, choose the service, environment and severity, and get a ticket reference to follow it by.
Everyday use
The tasks people do day to day.
- Follow a ticket and reply
Find your tickets, read updates from the support team, see what each status means and add information.
- Resolve, reopen or close a ticket
Mark a ticket resolved when you’re satisfied, reopen it if the problem comes back, or close it for good.
Administration
Manage people, access, settings and security.
- Who can see your tickets
Tickets are shared with everyone in your organization once your account belongs to it, and never with other organizations.
Troubleshooting
What to do when something doesn’t work as expected.
- Problems using Moraph Support
What to do when you can’t choose a severity, can’t find a ticket, can’t reply, or don’t receive ticket emails.
Reference
Definitions, settings, limits and lookup tables.
- Choosing a severity (S1 to S4)
The four ticket severities, what each one means, and how to choose the right one.