Stuck on something? You don't need to leave the app. Ask Mucka and it will help, and if it can't sort it on the spot, it raises a ticket with the team for you.
Report a problem
Head to Settings → Support and tap Report a problem. That opens Mucka, which tries to sort it on the spot and passes it to the team if it can't.
Ask Mucka
Open Mucka and describe what's wrong, for example:
"The business name won't save in settings."
Mucka tries to help from the help docs first. If it's a bug or something it can't answer, it offers to raise a support ticket. It confirms the summary with you before sending.
Ask for something Mucka doesn't do yet
If you want something Mucka can't do, say so:
"Can you add stock control?"
Mucka checks whether it's already on the way, and if it isn't, it offers to send the request to the team. Say yes and it goes straight to them, in your own words.
Requests you make land in Settings → Support alongside your tickets, marked as a feature request, so you can see it was sent. Nobody is going to reply "fixed" to a feature request, but it's on the list, and the more people who ask for a thing the further up the list it goes.
Just asking Mucka whether it does something ("do you do payroll?") isn't the same as asking for it. That won't raise anything. If you want it, say so.
Get a message to someone at Mucka
You do not have to know whose job it is. Say what you want passing on:
"Tell Sammy I can't make it at two."
Mucka gets it to the right place. If it is about moving or cancelling your setup call, it flags that straight to Sammy and she comes back to you with a new time. Anything else for a person here goes on as a ticket, and you can see it in Settings → Support like any other.
A name Mucka does not recognise from your own team is usually one of ours, so it will not send you off to track somebody down yourself.
Check the latest on a ticket
Already raised one? Just ask:
"What's the latest on my ticket?"
Mucka checks your existing tickets and tells you the status and the team's latest reply, rather than raising a new one. If you've got something to add, ask Mucka to add a follow-up and it updates the same ticket instead of starting again.
You'll know when your ticket moves
You don't have to keep checking back. When the team picks your ticket up, replies, or marks it sorted, you get:
- a push notification,
- an email with the team's reply in full, so you don't have to open the app to read it,
- an in-app heads-up card, and
- a WhatsApp message with a quick summary, if you've paired WhatsApp.
You can always see the latest under Settings → Support. Tickets with an update you haven't opened yet show a small orange mark, which clears once you open them. A ticket that's been sorted stays in your Support list for a while so you can see what was done, then drops off once it's old news.
Send us a screenshot or a file
You can attach files to a ticket, and so can we. Open the ticket in Settings → Support and tap Attach a screenshot or file under the reply box. You can send a file on its own — you don't have to type anything with it.
A screenshot is worth three paragraphs when something looks wrong on screen. Take one on your phone or press Cmd+Shift+4 on a Mac / Windows+Shift+S on a PC, then attach it.
What you can send:
- Screenshots and photos — JPG, PNG, HEIC, WebP, GIF
- Documents — PDF, Word, Excel
- Data — CSV, plain text, and zipped exports from another system
Up to 25 MB a file, and up to ten files on one message.
If your file is too big
Big ones — a full certificate archive, for instance — are too much for a ticket. Pop the file in Dropbox, Google Drive or WeTransfer and paste the link into the message instead. Tell us if it needs a password.
Moving your data over from another system
If you're coming off Commusoft, Tradify, JobLogic, Gas Engineer Software or anything else, this is the easiest way to get your data to us: export it from your old system and attach it to the ticket. Your customer and job exports are usually CSV or Excel files, and if the export comes out as a zip you can send the zip as it is — no need to unpack it.
We can see what's in a zip without opening it, so we'll tell you quickly if something's missing rather than after we've started.
One thing you don't need to do twice
If you showed Mucka a screenshot in the chat and it then raised a ticket for you, that screenshot comes across with the ticket automatically. You won't be asked to send it again.
It works the other way round too. If we've asked you for something on an existing ticket, just send it to Mucka — in the app or on WhatsApp, whichever you're on — and say it's for the ticket. Mucka puts it on there with your reply. It doesn't have to be the same conversation the ticket came from.
Reply back, even after it's been sorted
Open the ticket and type in the box at the bottom. Your reply goes straight to the team and they're told about it.
Whatever state your ticket is in, replying puts it back to Open and in front of the team. That includes one that was marked sorted and turns out not to be — reply anyway, you don't need to raise a fresh one.
Don't read that as going backwards. Open means it's waiting on us: it's the pile the team works from, and a ticket sitting in In progress with your reply unread is exactly the one that gets missed. Your reply moving it back to Open is what stops that happening.
Common gotchas
- Not getting notifications? Check push is on under Settings → Mucka → Notifications. The email, the heads-up card and the in-app thread always work regardless.
- No WhatsApp message? That channel only fires if you've paired WhatsApp. The push, email and in-app heads-up still reach you.
- File wouldn't attach? We only take the kinds listed above, and we check what a file actually is rather than what it's called — so an image that's really something else gets turned away. Rename nothing; just send the original.
- Sent the message but not the file? If a file is rejected, your message still goes through — you'll see a note saying which bit didn't. Reply again with the file sorted.
- Don't raise the same thing twice. If you ask Mucka to report something it already has an open ticket for, it adds to that ticket instead of creating a duplicate. If you want to chase, reply on the ticket rather than starting a new one.