> ## Documentation Index
> Fetch the complete documentation index at: https://www.spacebring.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.
# Tickets
> Set up the Support page to let users report issues, learn how to process and manage customer tickets, assign administrators and update statuses
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](/location/visibility) of the **Support** page.
4. Configure [Lem AI agent behaviour](/lem-ai/handle-support-tickets) 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](/member/account/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](/member/promote-member-web-portal-and-mobile-app-with-qr-codes) with links to the **Support** page and place them all around your location.
Add location [guides](/support/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](/account/notifications/index).
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 |
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)
| **Ticket status** | **Meaning** |
| :---------------- | :------------------------------------------------------------------------ |
| New | Request received but not acted on yet; may be under review for assignment |
| In progress | The request is being processed |
| Solved | The issue has been resolved |
| Closed | The ticket was a mistake, spam, or not a real issue |
4. Both the requester and assignee are [notified](/account/notifications/index) 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.
### 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**
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](/account/notifications)** page.
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](/member/account/notifications) about support tickets.
| **Ticket status** | **Meaning** |
| :---------------- | :------------------------------------------------------------------------ |
| New | Request received but not acted on yet; may be under review for assignment |
| In progress | The request is being processed |
| Solved | The issue has been resolved |
| Closed | The ticket was a mistake, spam, or not a real issue |
4. Both the requester and assignee are [notified](/account/notifications/index) 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.
### 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**