When a support ticket is created, it appears for administrators on the Support > Tickets page.

Administrators with the "Support" permission receive notifications about support tickets.

Manage a support ticket

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

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. Access — issues with keys, keycards, in-app unlocking, or entry to the space. Account and billing — membership, billing, payments, or account-related issues. Bookings — issues with reserving rooms, desks, or other bookable resources. Cleaning — cleanliness of the premises, disinfection, or sanitary conditions. Discrimination / harassment —improper behavior of people or mistreatment. Internet — issues with the internet connection. Mail and packages — deliveries, mailbox, post, shipment issues. Noise and acoustics — issues related to the 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, member web portal, or mobile app. Other indicates that the requester's issue is unrelated to the above types.
Description in text	Comments to support tickets with photos/videos/files attached.
Status	Support ticket processing status: New — request received but not yet opened or assigned; may be under review for assignment. In progress — the request has been assigned; may still need additional info from the requester. Solved — the issue has been resolved by the assignee. Closed — the ticket is complete and requires no further action.
Activity	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 has changed. Administrator's or requester's comments.

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 status to "Closed". Closed tickets remain visible and editable on the Support page for two weeks after closure.

If a "Closed" and "Solved" ticket remains unchanged for 30 days, it’s archived and removed from the Tickets page. Administrators can access archived tickets via custom reports.

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.

Notes

Administrators can quickly access the support ticket assignee's profile by clicking the ">" icon next to the assignee's name.

How users use the Support page

Understand user notifications

Handle mail and packages

Manage admin notifications

Manage offices