What happens to my ticket after I send it?

It is recorded with a reference number like MG-00042 and sent to our team. You get the same reference by email. We work it until it is closed, and you can reply to that email to add anything.

Voyager Passage Video Custom File a ticket

Support

Tell us what broke.

Q: What counts as urgent?

Urgent means your team cannot work: nobody can sign in, donations are not recording, or a live page is down. A question about how a feature works is not urgent, and marking it urgent only makes the real emergencies harder to find.

Every ticket gets a reference number and a person who reads it. We reply within one business day. If your team cannot work, say so and call us, and it moves to the front.

Work is stopped

Call us

Nobody can sign in, donations are not recording, or a live page is down. Do not wait on email for this.

+1 (814) 212-9460

Already mid-thread

Email us

If you are replying to a conversation we are already having, keep it in that thread. No form needed.

hello@meridian-group.ai

Everything else

File a ticket

The only path that gives you a reference number, so it cannot get buried under someone's inbox.

Start below

File a ticket

One form, one reference number.

Give us enough to reproduce it. What you were doing, what you expected, and what happened instead beats a one-line description every time.

Your name

Organization

Phone (optional)

What is it about

Type

Urgency

Urgent tickets go to the front of the queue. If your team is stopped right now, also call +1 (814) 212-9460.

Subject

What happened

0 of 6000

Your details stay with us and are never shared. We reply within one business day.

Your reference

MG-00000

What happens now. A confirmation is on its way to your inbox. A person reads this within one business day and replies to that same thread. Quote your reference if you need to follow up.

After you send it

Where your ticket goes.

Immediately

It is recorded, not just emailed

The ticket is written to our queue with a reference number before anything else happens. Email can fail. The record does not depend on it.

Same day

A person triages it

We read it, set the priority, and pull in whoever owns that part of the system. Urgent tickets jump the queue ahead of everything else.

Within one business day

You hear back from a human

Either a fix, or a straight answer about what we found and when it lands. We close the ticket when you say it is actually resolved.

Common questions

Before you file.

How fast will you answer?

A person reads every ticket and we reply within one business day. If work is stopped and you cannot wait, mark it urgent and call +1 (814) 212-9460.

What counts as urgent?

Your team cannot work: nobody can sign in, donations are not recording, or a live page is down. A question about how a feature works is not urgent, and marking it urgent only makes the real emergencies harder to spot.

Do I need an account?

No. Anyone can file a ticket, including board members and staff who do not have a login yet. Tell us which organization you are with so we can find your records.

What do you need from me to fix something faster?

What you were doing, what you expected, and what happened instead. The date and time it started, and the name or record it happened on. If a screen looks wrong, a screenshot pasted into your email reply beats a description.

Can I just email or call instead?

Yes. Email hello@meridian-group.ai or call +1 (814) 212-9460. The form is the one path that gives you a reference number, so nothing gets buried in an inbox thread.