Support Tickets and FAQ

Owned by Alex Do (Unlicensed)
Last updated: Aug 17, 2023
4 min read

Help Center is a module that lets you effectively monitor and manage tenants' issues in your buildings. Features like image uploads now make it easier to report issues with more detail, while localization previews ensure the platform is relevant to your location.

In addition, visible statuses and priorities make it straightforward for your maintenance team to organize and track issues in your building, offering you more oversight and control.

Support Tickets

The Support Ticket feature provides users with the ability to report problems or ask questions, sending them directly to the appropriate team for resolution or response as required.

Admins get notifications about new tickets when they are created and can edit and manage them.

Creating a Support Ticket

To create a support ticket:

  1. Open the Help center menu (Support on mobile)

  2. Click on the (+) button to open a new support ticket:

    1. Choose the category of your support ticket.

    2. Choose the location.

    3. Choose a space and a floor if necessary.

    4. Fill in the title and description of your ticket.

    5. (Optional) Attach images up to 20MB per image

  3. Click Create. 

Editing and Managing Tickets

To edit a ticket, simply go to the Help center menu in Admin mode. 

  1. Find the ticket you wish to edit. 

  2. Click on the dotted column to the right of the ticket and select Edit ticket. 

  3. Here, you can change the category, location, space/floor, and title of the ticket. 

  4. To manage a ticket, follow the same procedure as above, but select Manage ticket instead. Here, you can change its status, priority, and assign maintainers. 

  5. There are Principal and Additional maintainers for a ticket. Principal maintainers are assigned to the ticket by default, and are prime responders to the issue. Additional maintainers can be assigned while managing the ticket.

Hint: You can only change the ticket's status after it's set to Open

FAQ Management

Once you're in the FAQ menu while using Admin mode, you have several options for managing content:

  • You can create a fresh topic.

  • If necessary, you can edit or even get rid of an existing topic.

  • Make the topic available to all or only chosen locations.

  • You can add a new question.

  • You can also edit or delete a question that's already in place.

To edit or delete a topic or question, click the [︙] and choose either Edit or Remove option. 

 

Change the order in which topics are displayed by dragging and dropping them into place. 

Analytics

The Analytics tab provides you with a comprehensive review of tickets in several ways:

  • It displays the volume of new tickets.

  • It breaks down resolution time by category.

  • It highlights the resolution time depending on the priority of the ticket.

  • It gives you updates on the current status of all tickets.

Moreover, you have the ability to filter this analytical data according to:

  • The date of ticket creation.

  • The geographical location related to the ticket.

  • The specific category of each ticket.

Ticket Categories

The Ticket categories tab gives you control over several aspects:

  • Manage the locations for which tickets can be created.

  • Determine the name of the category.

  • Provide a description of the category, offering guidance to your users.

  • Automate a message to users to confirm receipt of their ticket.

  • Assign specific maintainers to the ticket type. Here, you have the choice of designating one primary maintainer and multiple additional ones.

Additionally, you have the power to set the creation rights. This lets you dictate who can generate tickets under this category. You can choose among:

  • Any member.

  • Specific members.

  • Anyone affiliated with certain companies.

  • Members holding particular roles.

  • Admins exclusively.

Please contact support to get the automated message text changed

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