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Using the Support Ticket Portal

This article explains how support tickets work; what information is visible to others in your company, and how to participate in ticket conversations.

Updated over 2 months ago

What’s visible when a ticket is created

When you submit a support ticket, it becomes associated with your Materialize organization.

  • The ticket itself is visible to anyone in your company who has access to the Materialize organization.

  • The full conversation with Matty that led up to the ticket is also visible to those users.

  • Other members of your company can view the ticket and participate in the conversation with the Materialize support team.

This shared visibility helps teams collaborate and stay aligned on support issues.

What stays private

Not all conversations with Matty are shared.

  • Conversations with Matty that do not result in a support ticket remain private.

  • These conversations are only visible to you and are not exposed to other members of your organization.

How to keep non‑ticket conversations private

If you want to open a support ticket without sharing a broader or exploratory conversation with Matty (for example, learning questions or unrelated context):

  1. Start a new chat conversation.

  2. Choose the option to open a support ticket without engaging Matty.

This ensures that:

  • Only information directly related to the support ticket is visible to your company.

  • Other organization members will not see unrelated or exploratory chatbot conversations.

Tickets and multiple organizations

If you belong to multiple Materialize organizations using the same email address:

  • The Materialize team will select which organization the ticket is associated with.

  • If the ticket is associated with the wrong organization, you can request that the association be changed or removed. Just let the Materialize support team know, and we’ll take care of it.

Accessing and participating in tickets

You can find the ticket portal here: https://help.materialize.com/en/tickets-portal/

To participate in a ticket:

  1. Select the ticket you want to view.

  2. Click View Conversation at the bottom of the screen.

  3. The conversation will open in the messenger widget.

  4. Choose to be added as a participant.

Once you’re a participant:

  • You’ll receive email notifications when the ticket is updated.

  • You’ll see ongoing activity in the messenger widget.

  • You can reply directly and collaborate with both your teammates and the Materialize support team.

If you have questions about ticket visibility or organization access, feel free to ask the Materialize support team for help.

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