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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, press the menu (…) next to your location name.
  2. Go to Location settings > Support.
  3. Under Visibility, choose who can see the Support page and submit tickets. See visibility levels.
  4. Set up an agent to reply to tickets, and Agent to assign them automatically.
Support settings with Visibility and the Agent section on Spacebring's coworking space management platform
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.

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Manage support tickets

  1. New user tickets appear on the Support > Tickets tab, and administrators receive notifications.
  2. Each ticket has its unique number and issue type. The type is detected automatically from the ticket description and helps 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
      • Attach images, videos, or any other file format, up to 50 MB per file
      • Press Edit under your own text comment to correct it, or Delete to remove a comment. Edited comments are marked Edited.
    • Change the Type if the detected one is wrong
    • Update the status (click the Status icon next to the relevant ticket)
Status menu of a ticket on the Support page on Spacebring's coworking space management platform
Administrators can open a ticket for a customer too: on the Tickets tab, press Create ticket, select the User, and describe the issue.
  1. Both the requester and assignee are notified of new activity and can continue communication within the ticket. When a member requests a ticket as a company, the company is the ticket’s Requester, the Activity section shows which member created it, and everyone at the company can read the ticket, comment on it, and gets notified about it. 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 Canceled tickets are automatically archived after 30 days of inactivity and hidden from the Support page.
    • For administrators, these tickets leave the Tickets tab immediately, because it shows only New and In progress tickets by default. To see Solved and Canceled tickets, change the Status filter.
Status filter options on the Support page on Spacebring's coworking space management platform
To send customers a satisfaction survey a few hours after their ticket is solved, set up an agent.
To act on several tickets at once, select their checkboxes, then press Actions at the bottom of the page and choose Mark as read, Status, or Export. To quickly select several or all items in a long list, select a checkbox, then hold Shift and select another checkbox to select every row between them.

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Track tickets

Find tickets on the general Support > Tickets tab, or from a specific user’s profile Support tickets page. On the Tickets tab, click Add filter and pick a property:
  • 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 or requested as a specific company.
  • Filter by Assignee to see tickets assigned to a specific administrator.
  • Filter by Create date to see tickets created in a ready-made period, such as Today or Last 28 days, or click Custom to set an exact date or range.
The unread tickets counter in the left-side panel counts every ticket with unread activity, whatever its status. If it shows unread tickets you can’t find on the Tickets tab, remove the Status filter: another administrator may have already solved or canceled them. The counter goes down as you open each ticket or mark it as read.
Add filter menu on the Support page on Spacebring's coworking space management platform
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.
Check ticket volume and status trends on the Analytics > Support page.
To get a regular list of open and unassigned tickets by email, set up a report agent.

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Export a tickets report

On the Support > Tickets tab, apply the necessary filters, then click (…) in the top right corner > Export support tickets > CSV or XLSX to download a report on the filtered tickets. To export only some tickets, select their checkboxes, then press Actions > Export > CSV or XLSX at the bottom of the page.
Export support tickets options in the Tickets page menu on Spacebring's coworking space management platform
The report includes each ticket’s number, type, and description, its status and creation and last update dates, and the requester’s and assignee’s contact details.

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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.