Tickets
Users of a project report bugs to Monita. The tech lead sorts them on the ticket board, and the accepted ones show on a public board.
How it fits together
- A ref ID ties tickets to one user. Your backend asks Monita for one with the project's API key and gives it to the user, for example on their account page. A tech lead can also issue one by hand.
- The user sends a ticket with that ref ID: from your app through the API, or through the Ticket tab at
/status/<slug>/ticket, where they also check their tickets. - The ticket lands in Triage, which is private. The tech lead moves it to Backlog, In progress or Done.
- Tickets out of Triage show on the public Issues tab at
/status/<slug>/issues, under a public title if the tech lead set one.
The ref ID ties tickets to one user without Monita storing who they are. Monita keeps only its hash and its last 4 characters.
Connect your app
On the Tickets page, select Connect your app. A panel shows six steps with the curl calls written for this project:
- Make an API key.
- Your server issues a ref ID for each user.
- The user files a ticket with it.
- Show the user their tickets.
- Or link to the form Monita hosts.
- Choose how to hear about new tickets, in Ticket alerts.
The same calls follow here.
Get an API key
In the project, open Settings, then API keys, and select New API key. Name the key after the program that uses it, and keep the scope Ref IDs only, or pick Read and write if the same program also manages the project. A Read key cannot issue ref IDs. Monita shows the key once. Every JSON call that needs a key sends it as a bearer token:
-H "Authorization: Bearer mk_..."
An IP allowlist in Settings, Allowlist, can limit where keys work. See Project settings.
Issue a ref ID
Your server asks for a ref ID like this:
curl -s -X POST https://monita.example.com/api/v1/ref-ids \
-H "Authorization: Bearer $MONITA_KEY" -H 'content-type: application/json' \
-d '{"single_use": false}'
{ "data": { "ref_id": "rf_5k2m9q7w3x8p1t6v4y0z2a8bcd", "single_use": false, "created_at": 1792137600 } }
A single-use ref ID takes one ticket. A reusable one takes up to 5 tickets a day.
From the board
For someone who reports a bug outside your app, such as by phone or chat, select Issue a ref ID on the Tickets page.
- Tick It works for one report only if you want a single-use ID.
- Select Issue ref ID.
- Copy the ref ID. Monita shows it only once.
The dialog says where the person uses it: the Ticket tab of your status page. If that tab is off, they can use it only through your app.
Only the project owner and a super admin can issue one.
Submit a ticket
curl -s -X POST https://monita.example.com/api/v1/tickets -H 'content-type: application/json' \
-d '{"ref_id": "rf_...", "title": "Checkout button does nothing",
"description": "I click Pay and nothing happens.", "page_url": "https://shop.example.com/cart"}'
| Field | Rule |
|---|---|
ref_id | Required |
title | 3 to 120 characters |
description | 1 to 10 000 characters. Never shown in public. |
page_url | Optional, http or https |
The call needs no API key, so a browser can send it. CORS allows any origin. Answers: 201 with the ticket number, 422 ref_id_invalid, 429 daily_cap_reached (5 per ref ID, 100 per project per day).
List a user's tickets
curl -s https://monita.example.com/api/v1/tickets/mine -H "X-Ref-Id: rf_..."
The user gets their newest 100 tickets with stage and close reason, never the description.
The ticket board
The Tickets page shows four columns.
| Column | Public | Note |
|---|---|---|
| Triage | No | Every new report starts here. Only your team sees it. |
| Backlog | Yes | Accepted, not started |
| In progress | Yes | Being fixed |
| Done | Yes | Needs a close reason: Fixed, Won't fix or Duplicate |
- Each column shows its newest 25 tickets and counts them all. Select Show more for the next 25.
- See all N done tickets opens a paged table of every Done ticket, with its close reason, report date and close date.
- Drag a card to another column. A drop on Done asks for a close reason first.
- Select a card to open the ticket in a side panel.
- A card shows its close reason and a Public title badge when the team set one.
The ticket panel
| Part | Does |
|---|---|
| Header | The title, number, column, close reason and who filed it |
| Ref ID | The last 4 characters of the reporter's ref ID, Active or Revoked, and a Revoke button. Revoking stops new tickets from that ID. Old tickets stay. |
| Public title | Select the pencil to set a title the public board shows in place of the reporter's. Empty shows the reporter's title. |
| Report | The reporter's description and page URL. Only your team sees it. |
| Column | A select that saves at once. Moving to Done shows Close reason. |
| On the public board | How the card looks to visitors. A Triage ticket reads "Hidden until it leaves Triage." |
| Dates | When it was reported and last updated |
File a ticket yourself
Select New ticket to file a ticket for your own team.
- Enter a Title and a Description.
- Pick a Column: Triage, Backlog or In progress. The default is Backlog.
- Select File ticket.
A team-filed ticket has no reporter and no ref ID. It skips the daily caps. It sends no new-ticket alert. The panel says "Filed by" with your email.
The public tabs
Two public tabs belong to tickets. The owner turns each on under Settings, Status page.
- Issues shows Backlog, In progress and Done. A card shows the public title (or the reporter's title) and the number. It never shows the description or the reporter.
- Ticket has two cards. Report a bug takes Your ref ID, What went wrong, What happened and an optional Page where it happened. Select Send report. Check your tickets takes the ref ID and shows Your tickets with the column and close reason of each.
After a report, the page shows the reporter's tickets at once. The old addresses /status/<slug>/report and /status/<slug>/mine redirect to the Ticket tab.
Across projects
Tickets in the top menu lists the new tickets in Triage across every project you can open. A tech lead sees their own projects. A super admin and a supervisor see all.
- The title reads "N in Triage".
- Search by title. Sort by Reported.
- The list shows 25 a page.
- A row opens the ticket in the same side panel, so closing it returns you to the same rows.
Alerts
Ticket alerts are ticket cards: the owner's daily digest, new tickets and moves, plus cards of your own. See Alerts.