Adding Support Tickets




How to Add Support Ticket

Adding Support Ticket Through Email

View Status of Your Ticket

Closing/Updating Ticket

Email Notifications



There are few issues for which you need to add a support ticket to resolve that particular issue. At Muvi, you can have multiple administrators and each can log support tickets. Each of the administrator gets notified for his/her support tickets.


How to Add a Support Ticket

  • On your Muvi CMS go to “Support-->All Tickets”
  • On the next screen under Support, click on “Add Ticket
  • When you click on “Add Ticket”, a new page will open
  • Type a “Title” for your issue
  • Write a “Description” about the issue
  • Select “Priority” from the drop down list, (i.e. Critical, High, Medium, Low)
  • Then choose the “Issue Type”. (i.e. New Feature, Bug, How to)
  • Select the "App" from the drop-down (i.e. Website, iOS App, Android App etc.)
  • You can add additional email ids to CC field. (The email address added to CC filed will also get updated about the Support Ticket)
  • If you have any screenshot regarding the issue, then click on “Browse” to add the screenshot.
  • Finally, click on “Submit”.

Note: You can add multiple tickets for different issues.



Adding Support Ticket Through Email

You can also add a support ticket for any issue by sending an email to If you will reply to a support ticket then a note will be automatically added to it. 

Once a support ticket is created, you will receive an email with the ticket details. (See Below Screenshot)


Note: Only a store Admin can create ticket by sending email to  Please do not use your store admin email address (The email address which you are using to login to Muvi) for other third party help-desk  applications (e.g. Zendesk) or for any other auto responding software as this may create spam/recurring tickets on the same issue.



View Status of Your Ticket

Once your ticket is added, you can see the status of your ticket. Here you can also search a particular ticket.

  • Simply type the name of the ticket number on the search bar and click on “Search”, you will see the details about the ticket.
  • You can also search a specific ticket by typing the ticket number in the search bar
  • You can also search a ticket by using different filtering options available
  • You search the ticket by "Reporters", by status (Open/Closed) by "Priorities" (Critical, High, Medium), by App (Website, iOS, Android etc.), by "Types" (New Feature, Bug etc.)



Closing/Updating Ticket

You can close, edit or updated the support ticket from the CMS. 

Closing a Ticket:

  • If your issue has been resolved, you can close a support ticket. 
  • Click on a specific ticket you want close
  • Click on "Close Ticket". When asked for confirmation, click on "Yes" to close the ticket

Editing a Ticket:

  • To edit a support ticket, click on "Edit Ticket"
  • Make the necessary changes
  • Click on "Update Ticket"

Updating a Ticket:

You can updated the support ticket whenever it is required. 

  • In the "Add Update" field add information related to the issue
  • Add any attachment (If required). Click on "Browse" to upload image/file
  • Click on "Add Update". The support ticket will be updated



Email Notifications

If you have multiple administrators, then the email notification will go to the administrator who has added the ticket. If the ticket information is updated, then the administrator who has added the ticket will get the update along with the super admin.



Related Help Topics

Co-Branding the Muvi CMS
Add/Update Credit Card Information in the CMS
Monetization Method: Donation
Hosted vs Non-Hosted Payment Gateway
Adding Bank of Beirut Payment Gateway
Adding Midtrans Payment Gateway
Adding Openpay Payment Gateway
How Storage is Calculated
Adding Ecobank Payment Gateway
Multiple Monetization Methods
Adding GTPAY Payment Gateway
How to Purchase Bulk Bandwidth
Restrictions for Free Trial Users
SSO (Single Sign On) Integration
Enabling Recommendation Engine (Alie)
Adding CyberSource Payment Gateway
Setting Up Monetization Priority
Muvi Development Partners
Creating & Testing PayPal Sandbox Account
Muvi On Premise
Adding PayU Payment Gateway
Concurrent Users
Customizing Invoice
Adding Corvus Pay Payment Gateway
Carrier Billing/Mobile Payment
Adding CC Avenue Payment Gateway
Changing Muvi Subscription
Upgrade/Downgrade Muvi Dedicated Server
Adding stripe Payment Gateway
Adding sisp Payment Gateway
Adding SBW Payment Gateway
Adding PayPal Payment Gateway
Adding PAYGATE Payment Gateway
Adding IP Payments Payment Gateway
Adding instafeez Payment Gateway
Adding First Data Payment Gateway
Adding Braintree Payment Gateway
Adding Authorize.Net Payment Gateway
Adding adyen Payment Gateway
Pause Billing
Country & Currency Support in Payment Gateway
Security Against VPN Usage
Custom Development Using Muvi
Managing Custom User Profile
Setting Up Daily Watch Duration Limit
Managing User Login Restrictions
Muvi Credits
Add/Manage Policy Rules
Adding Support Ticket - Muvi Partners
Adding Invoice Logo
Purchasing Muvi Subscription
Muvi Bandwidth Usage Price
Create and Manage Vouchers
Migrating Payment Gateway
Managing Account Info
Managing Administrators
Freezing Account Billing
Setting-up Multiple Merchant Account IDs in Different Currencies (Braintree)
Activating PayPal IPN
Create & Manage PPV Bundles
Canceling Your Muvi Subscription
Managing Multiple Currencies
Muvi DevHours
Managing Pre-Order
Managing Users
How to Disable Login & Register for Website/Mobile App
Adding Free User
Managing Subscription Plans
Managing Content Partner
Create & Manage Coupons
Adding/Removing Free Content
Managing Pay-Per-View (PPV)
Ad Server Integration for Advertisement (AVOD)
Adding Payment Gateway

We use cookies for best experience on website. By using our site you agree to

Cookies Policy