Manage a ticket
Updated over a week ago

When a ticket is created, it appears on the 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 location.

  2. Type. There are thirteen values for type organized by frequency of use. Setting the type helps you categorize your tickets, which you can use in your workflow and analytics.

    1. Access indicates that the requester's issue relates to unlocking doors, using keys, keycards, in-app unlocking, or accessing the space.

    2. Account and Billing— issues related to the 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 the printing software, hardware, and supplies.

    10. Repair and Maintenance—issues related to fixing broken facilities and maintaining location infrastructure.

    11. Temperature and Ventilation—issues related to heating or cooling conditions, smells, and air circulation.

    12. Website and App—issues with a marketing website, web, and mobile applications.

    13. Other indicates that the requester's issue is unrelated to the above types.

  3. Description in text. Comments to tickets with photos/videos attached.

  4. Status—ticket processing status:

    1. New means that the request was received but that it has yet to be opened and has yet to be 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 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. A ticket is created.

    2. An administrator is assigned to the ticket.

    3. The 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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