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

The team can also walk the building on an inspection round: each problem found becomes a ticket in this queue.

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 ticket screen

An open ticket has three parts:

• The header: Back to {space}, the number and title (#2 · Wi-Fi keeps dropping on the 2nd floor), the status, the priority (Priority: High), the category and "Opened 17 days ago by Ana" (or "by the team for Ana", when the team opened it on her behalf). On the right, the main action: Resolve while the ticket is open, Reopen when it's closed and you may reopen it. The ⋯ holds the rest: Take room out of use (or Reopen room, while the room is out of use) and Cancel ticket. Each button only shows to whoever may use it.
• The conversation, as a timeline: the opening request (with the Requester tag and opened the ticket), the team's replies (Team tag), internal notes on a yellow background with the Internal note tag (only the team sees them) and, between the messages, the history in short lines ("David changed the priority: High to Urgent · 26 minutes ago", "assigned to Ana", "took Room 3 out of use until…"). Each message's ⋯ has Delete message, for whoever may delete it, and, on the opening message, Add photos.
• The message box, at the foot of the conversation: the team picks Reply (goes to the resident, with an email) or Internal note (stays with the team). The paper clip attaches photos from the Camera or the Gallery, up to 5 per message. Send sends; so does Ctrl + Enter.

Beside the conversation (on a wide computer screen; on smaller screens, in a Details accordion above it), the Details panel shows Status, Priority, Category, Assignee and Requested by, then Kind, Where, the Expected by date, Opened and Last activity. Whoever answers the category clicks a value to change it right there (the list has a search), and Assign to me takes the ticket in one click. Team members who can only read see "You can read this ticket, but you are not among those who answer this category: no action buttons."

A closed ticket, for the resident. Instead of the message box, "Ticket resolved 2 hours ago." (or "Ticket canceled…"). While a comment is still allowed, Reply and reopen opens the box: a message sent on a resolved ticket moves it back to Open.

#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 50 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. Tickets opened in a round don't count.

#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 the box at the foot of the conversation, with photos through the paper clip 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, priority and origin, and these views:

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

#Tickets opened in a round

A spot marked Problem on an inspection round opens a maintenance ticket (category Facilities) with whoever walked the round as the author. In the queue and in the ticket, it carries the badge "Opened in the {sector} round, {date}", which links back to the round. The All origins filter separates Opened by request (opened by a resident, or by the team on someone's behalf) from Opened in a round.

These tickets don't count toward the hourly opening limit or the maximum of open tickets per person. Otherwise, they follow the path of any ticket: new ticket e-mail to whoever answers the category, deadline, assignment and resolution.

#Triaging, assigning and resolving

Inside the ticket (see The ticket screen), 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 Assign to me. 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, or write an internal note (the Reply | Internal note choice in the message box);
• 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, if the resolved problem came back.

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

#Internal note

Pick Internal note in the message box 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, and tickets opened in a round don't count either.

#Taking a room out of use

When a problem makes a room, desk or piece of equipment unusable (the air conditioning broke, the door won't close), the owner and admins can take the item out of use straight from the ticket, as long as it points to an item of Bookings. Moderators and finance don't see the button.

1. In the ticket, in the header's ⋯, tap Take room out of use.
2. Enter the period (start and end, in the community's local time; the end can't be in the past) and the reason. Without a reason, the ticket title is used. The reason goes in the email to anyone who loses a booking.
3. The screen shows a preview: the bookings that fall in the period and the credits that will be refunded. Nothing is saved yet.
4. If bookings are affected, tick Cancel the affected bookings; without it, the screen won't let you confirm.
5. Tap Confirm. The item becomes unavailable for the period (like a Bookings block), the ticked bookings are canceled with a full credit refund, whoever booked gets the cancellation email with the calendar invite canceled, and the ticket records the action in its history.

When you resolve the ticket, the screen offers to reopen the room: the block is removed and the item accepts bookings again. Bookings already canceled don't come back: the person makes a new one.

#Report

The Report tab (for the whole team: owner, admin, moderator and finance) sums up Support over a period (the last 30 days by default, at most 366 days, in the community's time zone):

• tickets opened and resolved in the period, and how many are open and overdue right now;
• average first response and resolution time, the percentage on time and reopenings;
• all of it in total and split by category, by assignee and by room or item (to see which room generates the most tickets).

Download CSV exports the table, with the header in the screen's language. The report is only counts and times: it shows no money amounts.

#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, and walking inspection rounds, 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

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