Submit a support request from within SCOPE and attach files to help our team diagnose your issue.
Submitting a Support Ticket
If you run into an issue or have a question that isn't covered in the Help Center, submit a support ticket directly from within SCOPE — no separate account or portal required.
- Click the gear icon in the top-right corner of SCOPE.
- Select Help to open the Help Center panel.
- In the left sidebar, click Submit a Ticket at the bottom.
- Fill in the ticket form:
- Subject (required) — a brief, specific description of the issue. Examples: "PDF not generating on CO#3", "Unable to save user role".
- Message (required) — describe what you were doing, what you expected to happen, and what actually happened. The more detail you provide, the faster we can help.
- Attach any relevant screenshots or files (see the section below).
- Click Submit Ticket.
After submitting, a confirmation screen appears:
- "Ticket Submitted & Received" with a ticket number — our team has received it and will follow up by email.
- "Ticket Submitted — will be delivered shortly" — your ticket has been saved and will sync to our support system automatically within 10 minutes. No action needed.
Tip: A good subject line speeds up resolution. Instead of "It's not working", try "Change order email not sending after SMTP update." Specificity helps us route the ticket to the right person immediately.
Attaching Files and Screenshots to a Ticket
Attachments help our support team reproduce and diagnose your issue faster. Include screenshots of any error messages, and the relevant CO or job if applicable.
The Attachments section on the ticket form supports three ways to add files:
- Drag and drop — drag files from your desktop directly onto the drop zone on the form.
- Browse — click the drop zone to open your file picker. Hold Ctrl (Windows) or Cmd (Mac) to select multiple files at once.
- Paste — press Ctrl+V (or Cmd+V on Mac) anywhere on the form to paste a screenshot directly from your clipboard. This is the fastest way to attach a screen capture.
Supported file types: PDF, DOC, DOCX, XLS, XLSX, JPG, PNG, SVG, WebP, TIF, GIF, BMP.
Each attached file appears as a chip showing the filename and file size. To remove a file before submitting, click the × on its chip.
Tip: To take a quick screenshot on Windows, press Windows + Shift + S to open the Snipping Tool. Select the area, and it copies to your clipboard automatically. Then paste it into the ticket form with Ctrl+V — no saving a file first.
Note: Do not attach files containing sensitive financial data or client personal information unless it is directly relevant to the issue and necessary for diagnosis. Redact sensitive details where possible.
Checking Your Ticket Status
After submitting, here is what to expect and how to follow up if needed.
Confirmation states:
- "Ticket Submitted & Received" — your ticket has been delivered to our support team. You will receive an email confirmation at the address on your SCOPE account. Our team will respond within one business day.
- "Ticket Submitted — will be delivered shortly" — the ticket was saved successfully on our end but is queued for final delivery to the support inbox. It will sync automatically within 10 minutes. You do not need to resubmit.
If you haven't received a response:
- Check your spam or junk folder for emails from SolutionMonsters.
- If more than one business day has passed with no response, submit a new ticket referencing your original ticket number in the subject line.
- For urgent issues, contact us directly through the contact information on the Help Center page.
Tip: Note your ticket number from the confirmation screen before navigating away. It appears briefly after submission and is the fastest way to reference your issue in a follow-up.
Note: Support tickets are monitored during business hours. For critical issues outside business hours (e.g., complete inability to access the application), include "URGENT" in the subject line so it is flagged for priority review at the start of the next business day.
