Support
The ticket space for the physical location. Residents open a maintenance ticket or a request, with a category, a title, the room or place and up to five photos, follow the conversation and get an e-mail with every reply. The team works from a queue with open, unassigned, overdue and due-today tickets: it assigns, replies, writes internal notes and resolves. The house picks who answers each category, by tag, group or person, and the deadlines for first response and resolution, counted in support hours. From the ticket, the room goes out of use until it’s fixed, and the report shows the times and the % on time.
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Tickets with a photo, an assignee and a deadline
A commercial office building
The AC in Room 3 stopped: the resident opens a ticket with a photo, the caretaker gets it for answering Facilities, and management takes the room out of use for two days, refunding the bookings’ credits. At the end of the month, the report shows which room had the most tickets.
- A ticket with a photo and a place
- Category, title, description, a room from the Bookings module or a place typed in by hand, and photos from the camera. Residents see only their own tickets.
- Who answers each category
- By tag, group or team member, for the whole space or per category: finance only in Billing, the caretaker in Facilities. Owner and admin always answer.
- Deadlines in support hours
- Each category has a first-response and a resolution deadline, in hours or business days. The clock stops while waiting on the resident, and a delay triggers a notice.
- The room goes out of use until fixed
- From the ticket, the owner takes the room out of use for a period and cancels the affected bookings, refunding the credits. Once the ticket is resolved, the room is back.
What the space does
- Maintenance and requests
- Photos and a room or place
- Assignee per category
- Deadline and overdue notice
- Internal team notes
- Report with % on time
Visibility
Like every space, this one is public, members only or subscribers only — the choice is per space, and the space is the authority on what can be reached from it.
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