Back to Support

How to use the Support Portal

A complete guide to submitting tickets, managing them, and connecting your accounts.

1. Signing in

The portal uses Google sign-in. No separate account is needed — your Google email becomes your identity across all your tickets.

  1. Go to jellywatch.app/support
  2. Click Sign in with Google
  3. Your ticket list appears immediately

To sign out, tap the avatar button in the top right and select Sign out.

2. Submitting a ticket

  1. Click New Ticket in the top right corner
  2. Choose the Type — Bug Report or Feature Request
  3. Choose the App — JellyWatch Admin or JellyWatch TV
  4. Choose the Server — Jellyfin, Emby, or Both
  5. If JellyWatch TV: choose Interface — TV or Mobile/Tablet
  6. Set Priority and Visibility (Private by default)
  7. Write a clear Title and detailed Description
  8. Click Submit Ticket
A good bug report includes: what happened, what you expected, steps to reproduce, your app version, device model, and server type & version.

3. Ticket visibility

Every ticket is either Private (default) or Public. You can change this at any time from the ticket detail page.

PrivatePublic
Visible to youYesYes
Visible to support teamYesYes
Visible on the Public BoardNoYes
Can be upvoted by othersNoYes
Use Private if your ticket contains a server URL, API key, or any personal information. Use Public to share a bug with the community and let others upvote it.

4. Replying and managing tickets

Open any ticket to see the full message thread. The reply box is at the bottom of the page.

  • Type your message and click Send (or Ctrl+Enter / Cmd+Enter)
  • The support team will reply in the same thread
  • If your Discord account is linked, you receive a DM for each reply

Close Ticket — marks the ticket as closed and locks replies. Reopen — sets status back to Pending and unlocks replies. Both buttons are on the ticket detail page.

5. Public Board

The Public Board shows all tickets with Public visibility from all users. Access it via the Public Board tab in the sidebar or at jellywatch.app/support?tab=board.

  • Browse and search public tickets
  • Click any ticket to see its description and official support replies
  • Vote on tickets you care about — sign-in required to vote
  • Filter by type, status, and sort by most voted or newest

6. Linking your Discord account

Linking your Google (portal) account to your Discord account keeps tickets in sync across both platforms. Tickets created on Discord appear in the portal, and vice versa.

From the portal:

  1. Sign in at jellywatch.app/support
  2. A Link your Discord account banner appears at the top of your ticket list
  3. Click it to generate a verification code
  4. Go to #verify on the JellyWatch Discord server
  5. Run /verify and enter the code

From the JellyWatch app:

  1. Open the JellyWatch app
  2. Go to Settings > Account > Link Discord
  3. Copy the verification code shown in the app
  4. Go to #verify on Discord and run /verify

Once linked, all your tickets from Discord, the app, and the portal are visible in one place, and you receive a DM for every support reply.

7. Frequently asked questions

Make sure you are signed in with the same Google account you used to submit it. Tickets are tied to your Google email.
Your Discord account must be linked first. See the Linking section above. Messages posted before linking are not retroactively synced.
The board updates every 30 seconds. Reload the page after a short wait. If it still doesn't appear, check that the ticket status is not Closed — closed tickets are not shown on the board.
The ticket is Closed. Use the Reopen button at the top of the ticket to re-enable replies.
Deletion is not available from the portal. Close the ticket and contact the support team via the ticket thread if you need it removed entirely.