Support

The Support module is the queue of tickets between residents and the team of the physical space. There are two kinds: Maintenance (something broke or needs fixing) and Request (a key, supplies, access, a billing question). The resident opens the ticket from their phone, attaches photos and follows the conversation; the team sees a single queue, with who has each ticket and what is already past its expected time.

#What it's for

A ticket can point to a room, desk or equipment from the Bookings module or to a place written by hand ("2nd floor, near the kitchen"). Support works without Bookings; without it, the room field simply doesn't show.

#A ticket's cycle

A resident who replies to a ticket Waiting for a reply puts it back to In progress. Commenting on a Resolved ticket reopens it. Every change of status, category, priority, kind, assignee, place and title is recorded in the conversation, with who made it.

#Categories and priorities

Priority is Low, Normal, High or Urgent. The resident can only tick It is urgent (which comes in as High), and only if the settings allow it; Urgent is set by the team. Priority helps sort the queue but doesn't change the deadline.

#The resident

Any member with access to the space sees two tabs: Queue (team only) and My tickets, with Open and History. The resident sees only their own tickets: never another resident's and never the team's internal notes.

#Opening a ticket

In New ticket:

1. Choose the kind (Maintenance or Request) and the category.
2. Give it a title (up to 140 characters) and describe what happened, since when and what you tried.
3. Point to the room, desk or equipment (search by name; optional) or describe the place. The settings can add a hint to the field.
4. Add photos through Camera or Gallery: up to 5 per message, JPEG, PNG or WebP, up to 20 MB each. Photos are private: only the resident and the team see them.
5. If something blocks your work and the house allows it, tick It is urgent.
6. Tap Open ticket.

When you choose the category, the screen shows its deadline as a duration, in business time: "Expected time: 48 business hours. It is an estimate, not a guarantee." (or "2 business days"). The date and time appear on the ticket itself once it is open: "Expected by 10/15, 2:00 pm". When you choose a room, desk or equipment that already has open tickets, this notice shows up: "This item already has N open tickets. If it is the same problem, it may already be getting fixed." The notice gives only the number, with no title or author of the other tickets, and doesn't stop you from opening yours.

Tapping Open ticket twice doesn't create two: the second tap returns the same ticket. The house can limit how many open tickets each person has at the same time; past the limit, the screen asks you to wait for one to be resolved.

#Following, commenting, canceling and reopening

• Follow: the ticket shows the conversation, the status, the assignee, the Expected time and the photos. The resident gets an email when the team answers or resolves.
• Comment: write in Your reply, with photos if you like. That's how you answer a question from the team.
• Cancel: Cancel ticket, as long as it isn't resolved. Nothing is deleted: the conversation stays visible and the resident opens another whenever they need.
• Reopen: on a Resolved ticket, Reopen ticket (or a new comment) puts the ticket back to Open and notifies the team. Only the team that answers can reopen a Canceled ticket.

#The team

The team, in this module, is the owner, the admin, the moderator and finance. The Manage tickets bar shows the open, unassigned and overdue counters and leads to Configure space.

#The queue

The Queue tab shows all tickets, most recent first, with a search by number or title, filters by kind, category and priority, and these views:

Overdue and Due today only work when the space has deadlines turned on.

#Triaging, assigning and resolving

Inside the ticket, in Manage, whoever answers the category can:

• change the Status, the Category and the Priority (and also the kind, the room or place and the title);
• assign it to an Assignee or tap Take it. The assignee must be someone who answers that category; when someone leaves the team, their tickets show as unassigned again. The assignee gets an email;
• answer the resident, with photos, and write an internal note;
• Resolve: opens a window to say what was done (optional), and the person gets that message by email. To ask the resident for something, change to Waiting for a reply and write the message along with it;
• Reopen ticket, if the resolved problem came back.

Changing the category only works for a category you also answer, and it recalculates the deadline.

#Internal note

Tick Internal note when writing and the message stays with the team only: the resident doesn't see it in the conversation, is never notified of it and it goes into no email. It's for arranging the repair, recording the quote or handing the case to another shift. The read-only team (see below) also sees the notes.

#Opening a ticket on someone's behalf

Whoever answers can open a ticket on behalf of a resident (the front desk taking a request at the counter): in New ticket, fill in Open on behalf of (search by name, 3 letters or more). The resident gets an email saying we opened the ticket for them, and the ticket is theirs, with everything they can see and do. The team also sets the priority when opening.

#Who answers

Not the whole team needs to handle Support. In Configure space › Who answers, choose who answers, by tag, by group or by team person, for the whole space or per category (for example, finance only in Billing and the caretaker in Facilities and Cleaning).

Who answers is calculated on the spot: joining a tag or a group takes effect right away. For unassigned tickets, the settings also have the Default assignee: who receives new tickets (they must be among those who answer).

#Deadlines

Each category has two deadlines: the first answer and the resolution, each in hours or business days. The default is 4 hours to answer and 1 business day to resolve, in every category. When opening the ticket, the resident sees the category's deadline as a duration (e.g. 48 business hours, 2 business days); on the open ticket they see Expected by with date and time; the team sees First answer by and the Overdue badge.

The deadline is an estimate, not a guarantee. The screen says so to the resident, and Memberfy doesn't promise it will be met: it measures, shows and notifies.

#Business hours

In Configure space › Deadline per category, set the days and the start and end time of business hours (default: Monday to Friday, 9 am to 6 pm), in the community's time zone. Holidays are not considered: only the marked days count.

• Hours count only business hours. A ticket opened at 5 pm with a 4-hour deadline is due at noon the next day (1 hour on the first day and 3 on the second). Opened outside business hours, the count starts at the next opening.
• Business days are due at the same time on the next business day (never past the end of business hours).
• In Waiting for a reply, the clock stops: when the resident replies, the deadlines move forward by the time it was paused.
• Reopening a ticket starts a new deadline cycle from that moment. Canceling clears the deadlines; Resolving keeps them for measurement.

With Show and track deadlines off, no deadline shows and nobody gets a late notice.

#The missed-deadline notice

When a ticket's deadline passes, the team gets a single notice by email: the assignee, or whoever answers the category when there is no assignee. Even if the ticket stays overdue, there's no new notice until it is reopened.

#Emails

All emails go out through the sending queue, with text and a View ticket button; they never carry photos.

There's no email for an internal note, a priority or category change, or a cancellation by the resident themselves, and nobody gets notified about a ticket they changed themselves.

To keep the team's inbox from filling up:

• new ticket notices go out grouped every 10 minutes per person: if several tickets arrive in that window, the person gets one notice, and all of them show in the queue;
• two replies in a row on the same ticket, within 10 minutes, produce a single email (the resolution is always notified);
• each resident can open up to 10 tickets per hour; past the limit, the screen asks to try again later. The team that answers, which opens tickets on others' behalf all day, has no such limit.

#Who does what

The read-only team is whoever is a moderator or finance and isn't in the selection of who answers. Deleting a ticket or a message also deletes its photos, with no anonymization or retention period.

#Configuring the space

When creating the space (Coworking tab) and later in Configure space (admin and owner only):

#Data and privacy

Support stores residents' free text and photos. The community is the controller: let residents know the team can read what they send. The settings screen reminds you of this.

• The resident sees only their own tickets; the team sees all of them, including internal notes.
• Photos are private, opened through short-lived links, and don't go in emails.
• Activity logs keep who changed what on the ticket.

#Through the assistant and the API

All of this can also be done by talking to the assistant (MCP): opening a ticket with a photo, triaging the queue, resolving, writing internal notes and configuring who answers and the deadlines, with the same roles as on screen. The steps for each request are in Recipes. The routes are in the API reference, under Support.

#Examples

Coworking with a caretaker. The community picks the caretaker tag for Facilities and Cleaning, and finance for Billing; the rest stays with the owner and the admin. The resident opens "Room 3 air conditioning won't turn on" with a photo and sees "Expected time: 1 business day" when choosing the category and, on the open ticket, "Expected by tomorrow, 9 am". The caretaker takes it, writes an internal note with the technician's quote, changes it to Waiting for a reply asking for a time and, in the end, Resolves it saying what was done.

Front desk opening at the counter. Ana asks for a new key in person. The front desk opens the ticket on Ana's behalf, category Access and keys, and Ana gets an email with the number.

Busy day. The manager opens the queue on Overdue and Unassigned and distributes the tickets before noon.

#Common errors and how to fix them

#Related

• Bookings
• Visitors
• Parcels
• Assistant tools: Support
• Roles and permissions
• Modules