Getting help and raising a ticket
How to raise a support ticket inside Mirra, what to put in it so it can be answered on the first read, where the support documents live, and how to suggest something for the roadmap.
The four doors of Help & support
Help & support has four sections, and they are in the order they are for a reason: three of them answer a question without anybody at Mirra having to do anything.
- Documentation — everything about how Mirra works. Readable without signing in, which matters when the thing that is broken is the screen you would have signed in from.
- Support tickets — a conversation with us about one specific problem. Behind your sign-in.
- Documents — PDFs we publish, plus any produced for your account alone. Behind your sign-in.
- Roadmap — what you would like Mirra to do, and what other people have asked for. Behind your sign-in.
Signed out, the subnav drops the three doors that lead nowhere and shows only Documentation. The public Support & contact page, linked from the footer of every page, carries the same first-line checks and the address to write to for anything that cannot be raised from inside the account — a change of account owner, for instance, or a question about a refund.
Raise a ticket
Open Help & support, then Support tickets
You will see your Current tickets and, on the other tab, the Closed ones, each with a count.
Press Raise a ticket
One form, and it is short on purpose.
Write a one-line subject
What the ticket is about, not what you want done about it. "Hallway screen blank since Tuesday morning" beats "urgent problem".
Answer "What happened"
A subject on its own is not enough to act on, and the form will say so. The section below lists what turns a description into something answerable on the first read.
Choose a kind and an urgency
The kind decides who reads it first. The urgency is a hint about how stuck you are.
Say which screen or area it affects
Free text, in your own words. It is optional and it is the field that most often saves a round trip.
Attach a photograph
If the problem is something visible, a picture of the screen is worth several paragraphs. Images only, up to five per message.
Press Send it, and keep the reference
You get one back that looks like MIR-7QK2F4. Quote it if you ever telephone or write about the same problem — the alphabet it is drawn from has no ambiguous characters in it, so it can be read aloud without being spelt out.
What to put in it so it can be answered on the first read
A report with these five things in it can usually be diagnosed straight away. Without them, the first reply is simply a request for them, and a day has gone.
- Which screen, by the name it has on the Screens page — and roughly when the problem started. A date and a time, not "recently". Our logs are timestamped, so a time narrows the search enormously.
- What you expected, and what happened instead. One sentence each.
- How to make it happen again, if you can. If it is intermittent, say how often.
- A photograph of the screen showing the problem. For something in the portal, a screenshot of the browser including any error message.
- What is affected: one screen or all of them, one widget or the whole layout, one person's account or everyone's.
Do not send passwords, Home Assistant tokens, API keys or calendar credentials, in a ticket or anywhere else. We never need them, and anything that arrives will have to be rotated.
Every field on the ticket form
What happens after you send it
A ticket has four states, and the two tabs group them into the only distinction you need: Current and Closed. Replies arrive in the same thread, so everything about one problem stays in one place.
You have two verbs of your own. You can mark a ticket resolved when you are satisfied, and you can reopen one you had marked resolved. Both are written into the thread, so a ticket reopened six weeks later does not read as though a reply appeared out of nowhere.
- Replying to a resolved ticket reopens it automatically. You do not have to reopen it first — the form says so above the box.
- A closed ticket cannot be replied to. You will be told to raise a new one and quote the old reference, which is what the reference is for.
- A reply with nothing but a photograph in it is a perfectly good reply, and often the most useful one.
- If your account has full access you see every ticket raised for the household. Other accounts see only the ones they raised themselves.
Documents
Help & support, then Documents, holds the PDFs worth keeping on a desk rather than reading on a screen: installation notes, commercial and security material, hardware guides. Most are published to everybody. A few are produced for one account — a site survey, a commissioning record — and those carry a For your account marker; nobody else can see them.
Open Help & support, then Documents
Everything published to you arrives in one request, so the search box filters as you type rather than going back to the server.
Search, or filter by category
Search matches the title, the summary and the category it is filed under, and every word you type has to match — "menu board setup" finds the document about setting up menu boards rather than everything mentioning setup. The category filter only offers shelves that have something on them.
Check the version before you rely on it
Each row shows its version, its file type, its size and when it was last updated, so you can tell whether the copy already on your desk is the current one.
View it, or download it
View puts it in a new tab and your browser's own PDF viewer. Download saves it. There is no preview pane inside the page, and there deliberately never will be — showing one would mean loosening the framing rules for the whole of Mirra, and a new tab shows the same document at no cost.
Suggest something for the roadmap
Help & support, then Roadmap. There are two lists on it: the shared board that everybody can see, and your own suggestions, whatever state they are in.
Nothing reaches the shared board by being submitted. A new suggestion is private, and stays private until somebody here reads it and publishes it. That is not moderation for its own sake — an idea is typed by somebody describing their own house, and a sentence about a real family has no business appearing on a public board because a fuller board looks healthier. Even once published, an author appears as a first name and an initial, and the household is never named.
The board also carries the occasional item we have written ourselves — what we are building, and what has just gone out. Those are marked “From Mirra”, carry no name, and are usually held at the top. You can vote on them like anything else.
Open Help & support, then Roadmap
The board is sorted by votes, then by date. A shipped idea stays where it is rather than sinking, because "we built the thing you asked for" is the most encouraging row on the page.
Write a title and a few lines
Up to 120 characters for the title, 4,000 for the detail. Say what you would do with it — that is the part we act on, and a title on its own is not enough.
Pick a kind
A feature idea, something to integrate with, a problem worth solving, or something else.
Vote for anything already on the board
One vote per person per idea, and you can take it back. Pressing a button that is already pressed changes nothing and does not fail.
- New — received, not looked at properly yet.
- Being considered — we are working out whether and how.
- Planned — we intend to build it. No date promised.
- Being built — somebody is working on it now.
- Shipped — it is in the product.
- Not planned — we have decided against it, and said why.
You can only vote for ideas on the shared board. Voting for your own private suggestion would not be a signal about anything.
If you cannot sign in
Tickets, documents and the roadmap all sit behind your sign-in, because each of them is about your account. The documentation does not — it is readable by anybody, including somebody standing in front of a broken screen who cannot remember which address they signed up with.
So the order when things are badly wrong is: read the documentation, which needs nothing; then sign in and raise a ticket; and if you cannot sign in at all, write to the address on the Support & contact page, which is linked from the footer of every page, and say what you are trying to reach.
Related
- Your dataSet how long Mirra keeps assistant transcripts, presence and the activity log, take a copy of everything held about your household, and close the account for good.
- Plans and allowancesWhat each Mirra plan includes — screens, household members and assistant credits — how credits are metered, and what happens when you reach a limit.
- A screen is blank or showing old informationHow to tell a screen that has lost its connection from one that is doing exactly what its schedule and scenes tell it to, and what to check in which order.
- The assistant does not answerThe five things that stop a Mirra assistant replying — a spent allowance, the microphone, the wake word, the connection, and a model provider that is not configured — and the symptom each one produces.
- A calendar is empty or out of dateWhy a calendar widget shows nothing — an expired authorisation, a changed password, the wrong kind of URL, a date range with nothing in it, or a refresh that has not come round yet.