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

​
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.
Consider making Support your exclusive issue reporting and feedback tool. This would allow you to organize tickets in one place, follow up transparently, and make data-driven decisions with Analytics. If members deliver feedback verbally, encourage them to create a ticket in Support. Print QR codes with links to the Support page and place them all around your location.
Add location guides with helpful information and common questions about your space. These appear at the top of the Support page, helping users quickly self-serve before contacting your team.

​
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.
    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)
To mark multiple tickets as read or bulk-update their status, select their checkboxes, then choose Mark as read or Status in the toolbar that appears at the bottom of the page.
Support Tickets Manage Support Tickets Multiple At Once
  1. 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.
  2. 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.

​
Find support tickets

Find tickets on the general Support > Tickets page, or from a specific user’s profile Support tickets page. Filter them on the Tickets page:
  • Filter by Type to see tickets of a specific issue type.
  • Filter by Status to see tickets with a specific status.
  • Filter by Requester to see tickets submitted by a specific user.
  • Filter by Assignee to see tickets assigned to a specific administrator.
  • Filter by Create date to see tickets created on, before, after, or between specific dates.
Or use the search bar top right to search by ticket number, description keyword, requester, assignee, or status. To see when a ticket was created, check the Create date column or hover over the timestamp inside the ticket.
FAQs
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.