> ## 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, press the menu **(...)** next to your location name.
2. Go to **Location settings** > **Support**.
3. Enable the switch and [manage the visibility](/docs/location/visibility) of the **Support** page.
4. Configure [Lem AI agent behaviour](/docs/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](/docs/member/account/notifications) about support tickets.
**Support** also carries applications. While it's disabled, customers can't [apply for an office](/docs/resource-management/rentals/rental-applications-or-immediate-sign-ups), can't send a [booking request that needs your approval](/docs/resource-management/resources/applications-for-bookings), can't [apply for a plan](/docs/billing/plans/applications), and can't request to [cancel a subscription](/docs/billing/subscriptions/cancel).
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](/docs/guides/use-qr-codes) with links to the **Support** page and place them all around your location.
Add location [guides](/docs/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](/docs/account/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 |
| **Offensive or objectionable content** | Content a user [reported on the **Feed**](/docs/engagement/feed#report-a-post) as offensive or objectionable |
| **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
* Attach images, videos, or any other file format, up to 50 MB per file
* Change the **Type** if the requester picked the wrong one
* 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 |
| Canceled | The ticket was a mistake, spam, or not a real issue |
Administrators can open a ticket for a customer too: on the **Tickets** page, press **Create ticket**, select the **User** and the **Type**, and describe the issue.
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.
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.
4. Both the requester and assignee are [notified](/docs/account/notifications) 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 **Canceled** 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 **Canceled** tickets using the status filter.
## Track tickets
Find tickets on the general **Support** > **Tickets** page, or from a specific user's profile **Support tickets** page. On the **Tickets** page, 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.
* 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.
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.
### Export a tickets report
On the **Tickets** page, apply the necessary filters, then click **(...)** in the top right corner > **Export as CSV** or **Export as XLSX** to download a report on the filtered tickets.
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.
## 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](/docs/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](/docs/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 |
| Canceled | The ticket was a mistake, spam, or not a real issue |
4. Both the requester and assignee are [notified](/docs/account/notifications) 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 **Canceled** 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 **Canceled** tickets using the status filter.
## Track tickets
Find tickets on the general **Support** > **Tickets** page, or from a specific user's profile **Support tickets** page. On the **Tickets** page, 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.
* 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.
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.
### Export a tickets report
On the **Tickets** page, apply the necessary filters, then click **(...)** in the top right corner > **Export as CSV** or **Export as XLSX** to download a report on the filtered tickets.
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.
## FAQs