Support Tickets

Owned by Alex Do (Unlicensed)
Last updated: Aug 23, 2023
2 min read

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

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