Support Ticket System
Navigate to Support Tickets in the sidebar to manage all incoming customer support requests. A badge in the sidebar shows the count of open + in-progress tickets, refreshing every 60 seconds.
Ticket Lifecycle
| Status | Meaning | Who Sets It |
|---|---|---|
| Open | New ticket, awaiting assignment or initial response | Automatic on creation |
| In Progress | Assigned to a team member and actively being worked on | Platform staff |
| Awaiting Response | Waiting for the customer (gym owner/staff) to reply with information | Platform staff |
| Resolved | Issue has been fixed or answered — triggers the "Support Ticket Resolved" automation | Platform staff |
| Closed | Ticket is complete, no further action needed | Platform staff or auto-close after period |
Ticket Triage Workflow
- Review new tickets — Check the "Open" queue at the start of each shift
- Assess priority — Set priority based on impact:
- Critical — Service is down, payments broken, data loss risk
- High — Major feature not working, blocking gym operations
- Medium — Feature issue with workaround available
- Low — Question, minor UI issue, feature request
- Assign — Assign to the team member best suited (by expertise area)
- Set to In Progress — Once you start working on it
- Investigate — Enter the gym if needed to reproduce the issue
- Reply — Provide solution or request more information
- Resolve — When the issue is confirmed fixed
Ticket Actions
| Action | What It Does |
|---|---|
| Assign | Assign the ticket to a specific platform team member |
| Reply | Send a response visible to the customer |
| Internal Note | Add a note only visible to platform team — use for investigation findings, escalation context, etc. |
| Change Priority | Adjust priority level (Low / Medium / High / Critical) |
| Canned Response | Insert a pre-written reply template (see next article) |
Analytics Cards
The top of the Support Tickets page shows: total tickets, open count, in-progress count, and average resolution time. Use these to monitor team performance and identify volume spikes.
Tips for Effective Support
- Always enter the gym to verify the issue before replying — don't guess
- Use internal notes to document your investigation steps — this helps if the ticket is reassigned
- Link to KB articles in your replies when the solution is documented
- Set to Awaiting Response when you've asked the customer for information — this keeps the Open count accurate