MagicTicket Help Center

MagicTicket keeps every back-and-forth, file, and credential for one request in one place. You don't need to dig through email, texts, or screenshots — open the ticket and the whole story is there, including any logins your support team handed you along the way.

Profile name, password (with show/hide when typing), optional weather location for widgets, and your personal notification override are on My account.

Most people join with a join code printed or texted to them. A few people get a personal email invite link. Either way you only do this once.

1. 1

   Open the join page or invite link

   Go to /join and type the code your team gave you (or scan the QR poster). Personal invites are a one-time link sent to your email.

2. 2

   Confirm the location and create your account

   You'll see the location name (e.g. an office, a vessel, a clinic) before submitting. Set a password — that's your sign-in.

3. 3

   Land on your dashboard

   You're now a customer of that location. New tickets you file are auto-tagged with its name so the right team sees them fast.

Title

One short line — what's broken or what you need.

Vessel or office

Same field as “location” in the database — type freely. Suggestions come from your workspace catalog (offices, vessels, job sites). When your text matches an entry, we link the ticket cleanly so the inbox stays tidy.

Description

What you've tried, error messages, screenshots later if needed.

Priority

Low / Normal / High / Urgent. Be honest — Urgent stays for ship-stopping issues.

MagicAI may post an initial draft answer if your question matches something in the team's knowledge base. Treat it as a head start; a real teammate will follow up.

• Type in the Your reply box at the bottom of the ticket. Enter sends, Shift+Enter adds a new line.
• Attach images, PDFs, or Word/Excel files (max 10 MB). Choose file or drag into the attachment zone. On desktop, a highlighted Pro tip explains the fast path: click in the reply box, then paste (Ctrl+V on Windows, Cmd+V on Mac) to attach a screenshot straight from your capture tool (e.g. Snipping Tool) — same as pasting into the textarea.
• On a phone, the green Write a reply button floats at the bottom of the screen — tap it to jump straight to the reply box.
• The conversation refreshes itself as new messages land. No need to refresh the page.
• When support marks the ticket Resolved, you may see a quick 1–4 satisfaction prompt — optional, but it helps the company spot trends. (Internal team-only tickets never show this — they're for staff coordination only.)
• A short note under the composer explains that MagicAI may help draft or suggest replies; double-check anything specific (passwords, hours, addresses) with a human.

On the dashboard, the sky-blue shortcut opens a dialog (your workspace may label it Request internet access or Request network access). Submit once — a ticket lands in your inbox and support replies in that thread with usernames, passwords, or next steps.

You'll pick whether you need the crew / staff network or the client / guest one (wording switches to staff/guest when your operator enables land-office copy). The form asks for location, your name, role, and optional notes.

Your admin can turn this shortcut off for workspaces that don't use it; if you don't see the card, file a normal ticket instead.

When support sends portal credentials, they can pin them to your account in the same reply — those rows appear on Saved loginsso you don't have to dig through the thread later.

When the team sends you network credentials, they can save them to your account in the same submit. They show up at the top of your dashboard, grouped by location. Reveal shows the password for shoulder-surf safety; Copy puts it on your clipboard. Only your support team can change or remove these rows — if something expired or looks wrong, open a ticket and they will update it from their tools.

Live maps show where a tracked vessel, vehicle, or mobile site is right now, plus a recent route line when GPS history is available. The same Peplink + Starlink hardware that keeps a ship online can track a truck, tug, or remote field site — the map does not care what you call the location in MagicTicket.

If you do not see a map, your workspace may have tracking turned off, or you may not have been granted access yet — ask your support lead rather than filing a ticket about a missing map.

Live pin

The marker shows the best available GPS fix — usually Starlink dish GPS when fresh, otherwise the Peplink router’s own GPS antenna.

Status badges

Online/offline, which antenna is active (offshore vs inshore Starlink when configured), and reported speed when the router sends it.

Track line

A coloured route for recent movement. Use Track period on desktop (or Controls on mobile) to pick 1 day through 21 days, all available history, or custom dates.

Open full map

Opens a dedicated MagicTicket page in a new tab — larger map, same live data, GPX download, and fleet mates on one screen when your operator configured them.

Minimize map

On desktop you can collapse the dashboard card to a single line; your choice is remembered per site.

On My account → Notifications you have two controls:

Email me about my tickets

Master switch. Off = no transactional ticket emails. Account & security mail from MagicTicket still goes through.

Quiet window override

Optional. Choose use workspace default, always email right away, or stay quiet for 5 / 15 / 30 / 60 minutes after you are active in a thread so rapid back-and-forth does not flood your inbox. Your workspace admin sets the default for everyone who leaves this on workspace default.

Use the workspace switcher in the top nav to flip between them. Each workspace has its own tickets, members, and saved logins — nothing leaks across.

Within one workspace that has multiple locations (same company), you stay one user — you just pick the location on each new ticket.