Manage a ticket

When a ticket is created, it appears on Support page. If support managers are selected, they receive a push notification. Administrators open the ticket to reveal the ticket details page:

  1. Ticket Number—every ticket has a unique number within a workspace.
  2. Type. There are thirteen values for type organized by frequency of use. Setting the type helps you to categorize your tickets, which you can then use in your workflow and analytics.
    1. Access is used to indicate that the requester's issue is related to unlocking doors, using keys, keycards, in-app unlocking, or otherwise accessing the space.
    2. Account and Billing— issues related to tenant's account with your organization, membership plan, monthly billing or payments.
    3. Bookings—meeting room or desk bookings.
    4. Cleaning—cleanliness of the premises, disinfection or sanitary conditions.
    5. Discrimination / Harassment—improper behavior of people or mistreatment.
    6. Internet—issues with wired or wireless internet connection.
    7. Mail and Packages — deliveries, mailbox, post, shipment issues.
    8. Noise and Acoustics—issues related to sound environment or loud noises.
    9. Printing—issues related to using the printing software, hardware, and supplies.
    10. Repair and Maintenance—issues related to fixing broken facilities, maintaining workspace infrastructure.
    11. Temperature and Ventilation—issues related to heating or cooling conditions, smells and air circulation.
    12. Website and App—issues with operation of marketing website, web and mobile applications.
    13. Other is used to indicate that the requester's issue is not related to any of the above types.
  3. Description.
  4. Status—ticket processing status:
    1. New means that the request was received but that it has not been opened and has not been assigned to an assignee. The New status can indicate that the support managers are evaluating it to determine who should be assigned to resolve it.
    2. In Progress the request has been assigned to an assignee who is working to resolve it. The assignee may need more information about the support issue.
    3. Solved means that the assignee has resolved the support issue.
    4. Closed means that the ticket is complete.
  5. Activity. Every ticket activity is recorded in the Activity section:
    1. Ticket is created.
    2. Administrator is assigned to the ticket.
    3. Ticket status is updated.
    4. Administrator's or requester's comments.

Ticket's requester, assignee and support managers receive push notifications on new activity.


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