When a support ticket is created, it appears for administrators on the Support > Tickets page. Administrators receive notifications and can manage support tickets.
Manage a support ticket
Administrators open the support ticket to reveal the ticket details:
Value | Description |
Support ticket number | Every support ticket has a unique number within a location (e.g., #30). |
Type | Thirteen ticket types, ranked by usage. Helps categorize tickets for workflows and analytics.
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Description in text | Comments to support tickets with photos/videos/files attached. |
Status | Support ticket processing status:
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Activity | Every support ticket activity is recorded in the "Activity" section:
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Administrators manage support ticket types, update the status, assign an administrator, and add comments to explain the resolution.
Ticket status can be updated directly from the Tickets page by clicking the "Status" icon next to the relevant ticket and selecting a new status from the dropdown.
Both the requester and assignee are notified of new activity and can continue the conversation within the ticket.
Once the issue is fully resolved, the administrator sets the ticket status to "Closed". If a "Solved" or "Closed" ticket remains unchanged for 30 days, it’s automatically archived and removed from the Support page for users in the member web portal and mobile app. For administrators, all "Solved" and "Closed" tickets stay on the Support > Tickets page.
Search for a support ticket
For efficient support ticket management, you can easily find the particular support ticket by filtering it by its type, status, requesters, and assignees.
Filter | Definition |
Type | Ticket type available (Access, Bookings, Internet, etc.) |
Status | Ticket processing status (New, In progress, Solved, Closed) |
Requester | The name of the user to whom the assistance is provided. |
Assignee | The name of the administrator to whom the ticket is assigned. |
You can also use the search bar in the top-right corner of the Support page to quickly find the ticket you need. Users can search by ticket status, assignee or requester name, ticket type, number, or even any word from the ticket description — matching results will appear instantly.
To see the exact date and time a ticket was created, administrators check the "Create date" column or open the ticket and hover over the timestamp displayed beneath it.