Tickets

The Support page allows users to get answers to their questions and report issues or feedback.

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Enable Support

1. On the left-side panel, pless the menu (…) next to your location name.
2. Go to Location settings > Support.
3. Enable the switch and manage the visibility of the Support page.
4. Configure Lem AI agent behaviour for Support.

Your users will discover the Support page and will be able to search for answers to their questions and create support tickets. Administrators with the “Support” permission receive notifications about support tickets.

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Manage support tickets

1. New user tickets appear on the Support > Tickets page, and administrators receive notifications.
2. Each ticket has its unique number and issue type. They help to categorize tickets for workflows and analytics.

   Ticket type	Meaning
   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	The requester’s issue is unrelated to the above types

   Support tickets are sorted from newest to oldest.
3. Administrators review the ticket description and proceed with managing it:
   • Assign a responsible administrator
   • Reply in comment to the user
   • Update the status (click the “Status” icon next to the relevant ticket)
     

4. Both the requester and assignee are notified of new activity and can continue communication within the ticket. Every ticket activity is recorded in the “Activity” section:
   • Ticket is created
   • Administrator is assigned to the ticket
   • Ticket status has changed
   • Administrator’s or requester’s comments.
5. Once the issue is resolved, the administrator updates the ticket status to “Solved”.
   • For users, “Solved” and “Closed” tickets are automatically archived after 30 days of inactivity and hidden from the Support page.
   • For administrators, these tickets are hidden from the Support page immediately. By default, only “New” and “In Progress” tickets are displayed for convenience. Administrators can still view “Solved” and “Closed” tickets using the status filter.

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Find support tickets

You can find tickets on the general Support > Tickets page, or individually from a specific user’s profile Support tickets page.

• To locate specific tickets efficiently, use “Type”, “Status”, “Requester”, and “Assignee” filters on the Tickets page.
• Use the search bar top right to search by ticket number, keyword from the description, requester name, assignee, or status for instant matches.

To see the exact date and time a ticket was created, check the “Create date” column or open the ticket and hover over the timestamp displayed beneath it. FAQs

When do I get 'Ticket reminders' notifications?

Administrators receive ticket reminders when a support ticket from the customer is still in “New” status and awaiting action. You’ll receive up to two reminders:

• 1 day after the ticket is created.
• 3 days after the first reminder.

You can disable ticket reminders on your Account > Notifications page.