Support is available to subscribers and those in a trial. Watchman Monitoring provides support for the Monitoring Client, integration assistance, feature requests, and/or reporting errors primarily via email (Zendesk) and chat. Additional support can be scheduled via Zoom or phone.
Support Methods
We employ various methods to ensure your questions and concerns are addressed quickly and efficiently.
Support is available via the following channels:
Dashboard
Click Get Support on the left sidebar (the ℹ︎ icon, when minimized).
Fill out a Support Request, providing your Question and as many Details as possible. You may optionally attach a zip archive of the Monitoring Client folder, related logs, or screenshots.
Dashboard Chat
Chat is available when the Chat with an agent button is enabled on the Get Support form.
Click the Chat with an agent button to open a new chat session.
A new window will appear to begin your chat session.
Zendesk
Support via Zendesk provides feature-rich access to your tickets and your organization's tickets.
- Create New Tickets regarding Watchman Monitoring.
- View your Watchman Monitoring tickets.
- View your organizations' Watchman Monitoring tickets.
A separate ticket for each issue is best.
Zoom Call
Please open a ticket via email, Zendesk, or your Dashboard Get Support button to schedule a time.
Phone
+1-408-352-6145
24/7 phone support is not available. Watchman Monitoring is located in Central Standard Time, UTC-6/Central Daylight Time, UTC-5.
Open a ticket via email, Zendesk, or your Dashboard and request to schedule a time.
Scope of Support
- Troubleshooting Monitoring Client operation issues.
- Troubleshooting Monitoring Client reporting to the server.
- Troubleshooting Monitoring Client error messages.
- Provide a plugin operation overview.
- Review feature requests.
- Review Integration Configuration.
- Review error messages.
How to address a reported problem with your user is outside the scope of our support.
Professional Services
Limited professional services are available for detailed integration assistance such as ticketing system configuration and web site form development.
In App notifications
To reduce reliance on emails, Watchman Monitoring utilizes in-app notifications to announce new features and warn of certain issues. Look for them in your Dashboard upon login:
Clicking Learn More will open the related notice in a new window, clicking the X will dismiss the notification permanently. Please also refer to our blog posts for related information.
How can this article be improved?
Please sign in to leave a comment.