Managing Support Tickets
What Is the Help Desk?
The Help Desk is where members can submit questions or requests, and your team can track and respond to them. All tickets are in one place, linked to the right member and space.
Where to Find It
Go to Operations → Help Desk in the left menu. This opens the Tickets list, where you'll see all open, in-progress, and resolved tickets.
Ticket Statuses
| Status | What it means |
|---|---|
| Open | Submitted, not yet actioned |
| In Progress | Your team is working on it |
| Resolved | The issue has been handled |
| Closed | Fully closed, no further action needed |
Ticket Priority Levels
- Low — not urgent, can be handled when time allows
- Normal — standard priority
- High — needs attention soon
- Critical — urgent, needs immediate action
Creating a Ticket on Behalf of a Member
- Go to Operations → Help Desk
- Click Create ticket
- Fill in:
- Subject — a brief description of the issue
- Description — the full details
- Member — link it to the member's account
- Priority — how urgent it is
- Assigned to — which staff member will handle it
- Location / Space (optional) — if the issue relates to a specific area
- Save
Managing Existing Tickets
Click on any ticket to open its detail view. From there you can:
- Change status — move it through Open → In Progress → Resolved → Closed
- Reassign — hand the ticket to a different staff member
- Add internal notes — visible to your team only, not the member
- Add comments — to communicate through the ticket thread
Keeping the Queue Clean
Good habits:
- Move tickets to In Progress as soon as someone starts working on them
- Mark tickets Resolved once the member's issue is sorted
- Use priority levels so urgent issues don't get buried
Common Questions
Can members submit tickets themselves? Yes — members can submit requests through their member portal. These appear directly in your Tickets list.
Can I see all tickets for a specific member? Yes — open the member's profile and go to the Tickets tab.
Can I filter tickets by location? Yes — use the location switcher at the top to view tickets for a specific site only.