Bookinda Support

Use Support module to open tickets directly to the Bookinda support team. Don't confuse with customer communication (that's the Messages module).

Where to find it

/manager/support. Sidebar Support menu.

What to use it for

Bug report

Bookinda platform errors:

"Booking save button doesn't work"
"Email send failing"
"Package purchase stuck"

Billing questions

"Why 27% VAT if I'm exempt?"
"After plan switch, price tag is wrong"
"Requesting refund"

Feature request

"I'd like new feature: weekly stat export to PDF"
"Multi-locale support on templates"

The 4 ticket categories

BILLING (green)

Billing, subscription, credit purchase questions.

TECHNICAL (red)

Bug report, error, functional issue.

FEATURE_REQUEST (purple)

New feature request, suggestion.

OTHER (gray)

Anything else (general question, advice).

Ticket numbering

Auto-generated:

Format: TKT-0001, TKT-0002, ...
Unique tracking number per ticket
Referenced in email communication

The 5 statuses

OPEN

New ticket, support team hasn't looked yet.

AWAITING_RESPONSE

You're waiting for support reply.

IN_PROGRESS

Support team actively working on ticket.

RESOLVED

Support considers solved. If problem persists, you can re-open.

CLOSED

Closed. You closed it or auto-close after 7 days inactivity.

Color codes

Statuses with colors:

OPEN: blue
AWAITING_RESPONSE: yellow
IN_PROGRESS: purple
RESOLVED: green
CLOSED: gray

Tab organization

Module page:

All: every ticket
Open: OPEN + AWAITING_RESPONSE + IN_PROGRESS (active)
Closed: RESOLVED + CLOSED

Category filter also available.

When to use it

Scenario 1, bug report Booking save button not working. New ticket → TECHNICAL → "Booking save error". Detailed description + screenshot. Auto-email to support team.

Scenario 2, billing question Monthly invoice has 27% VAT but salon is exempt. New ticket → BILLING → "VAT status wrong". Support modifies tenant config.

Scenario 3, feature request "Weekly stat in PDF would be needed." New ticket → FEATURE_REQUEST. Bookinda product team evaluates, possibly enters roadmap.

Scenario 4, onboarding help New salon, questions in first days. New ticket → OTHER → "How to set up SMS sending?" Support team helps.

Scenario 5, dispute resolution Dispute over credit accounting. New ticket → BILLING → detailed description. Support resolves with audit.

Email notification

To your salon email:

New ticket received (ack from support)
Status change (e.g., IN_PROGRESS → RESOLVED)
New message in thread

Email references ticket number (TKT-0123).

Tips

Detailed description critical, not "Doesn't work." Give context.
Screenshot always useful for technical issues.
Category right, helps support team routing.
One problem = one ticket, don't mix 3 things in one ticket.
Response time 24-48h normal, faster for severe.
Re-opening OK if "RESOLVED" problem returns.

Bookinda Support overview