Support Tickets

Use Issue Report in the Robotical app to report a problem with the app or your Marty V2. The service can also create tickets automatically when fault reporting is enabled.

Choose the type of issue

  1. For a problem with Marty, connect to the affected robot and make sure it is selected in the app.
  2. Open Help (the question-mark button), then select Issue Report.
  3. Choose App Issue for a software problem with the Robotical app, or Device Issue for a problem with Marty.

Issue Report offers App Issue and Device Issue

Device Issue is available when the selected robot is connected and registered in the warranty service. If it is greyed out, check the connection and complete warranty registration first. The screenshot above shows the option before a registered robot is connected.

Report a device issue

  1. Select Device Issue.
  2. Enter a brief Issue Title and a Short Description. Explain what happened, what you expected and how to reproduce the problem.
  3. Keep Marty connected while the app gathers its hardware status. When Submit becomes available, select it to send the report.
  4. Wait for the confirmation that your ticket has been created.

The app includes Marty's serial number and available hardware-status information to help Robotical investigate the issue.

Report an app issue

  1. Select App Issue and describe the problem in Your report…. Include the steps that led to it and what you expected to happen.
  2. Enter your email address if you would like Robotical to reply. This field is optional, but without it the team cannot contact you about the report.
  3. If useful, attach up to 3 screenshots in PNG, JPEG or WebP format.
  4. Select Report to send it.

App issue form with report, optional email and screenshot attachments

You can report an app issue without a robot connected.

Keep track of tickets

Open Warranty Service Dashboard from Help, or visit the dashboard directly. Sign in with the email address registered to your robots using the login link sent to your inbox.

  • Open Service tickets to view fault reports and filter them by All, Open or Closed.
  • Select Close ticket when an issue is resolved, or Reopen ticket if it needs further attention.
  • Open Conversations to read support email history. To continue a conversation, reply to the support email in your inbox.

Service tickets with status filters and Close ticket or Reopen ticket actions

The dashboard screenshot uses example account data.

See the Warranty Service Platform guide for more detail on signing in and managing your robots and tickets.

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