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Manage a support ticket
Manage a support ticket
Updated over a week ago

When a support ticket is created, it appears on the Support page. If support managers are selected, they receive a push notification.

Manage a support ticket

Administrators open the support ticket to reveal the ticket details page:



Support ticket Number

Every support ticket has a unique number within a location (e.g., #30).


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

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

  • Account and Billing— issues related to the tenant's account with your organization, membership plan, monthly billing, or payments.

  • Bookings—meeting room or desk bookings.

  • Cleaning—cleanliness of the premises, disinfection, or sanitary conditions.

  • Discrimination / Harassment—improper behavior of people or mistreatment.

  • Internet—issues with wired or wireless internet connection.

  • Mail and Packages—deliveries, mailbox, post, shipment issues.

  • Noise and Acoustics—issues related to sound environment or loud noises.

  • Printing—issues related to the printing software, hardware, and supplies.

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

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

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

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

Description in text

Comments to support tickets with photos/videos attached.


Support ticket processing status:

  • 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.

  • In Progress—the request has been assigned to an assignee working to resolve it. The assignee may need more information about the support issue.

  • Solved means that the assignee has resolved the support issue.

  • Closed means that the support ticket is complete.


Every support ticket activity is recorded in the Activity section:

  • A support ticket is created.

  • An administrator is assigned to the support ticket.

  • The support ticket status is changed.

  • Administrator's or requester's comments.

  1. Administrators change the support ticket type, update the status, select a new assignee, and add their comments to explain the solution to the users.

  2. The support ticket's requester, assignee, and support managers receive push notifications on new activity and can participate in ongoing conversations through the support ticket.

  3. The administrator updates the support ticket status to "Closed" when the issue is fully resolved. The support ticket with the "Closed" status will be visible on the Support page and available for changes for two weeks since the status changed to "Closed."

If there are no changes to the support ticket with a "Closed" status for 30 days, it becomes archived and disappears from the Support page for administrators and support ticket requesters. Administrators can still find such support tickets by downloading custom reports.

Search for a support ticket

For efficient support ticket management, you can easily find the particular support ticket you need using the search bar in the top right corner of the Support page. Users type the support ticket status, assignee or requester name, support ticket type, number, or even any word from the support ticket description, and the list of support tickets according to the query will appear.

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