Ticket management

Good ticket gets resolved fast. Bad ticket drags on for weeks with back-and-forth questions.

Open new ticket

/manager/support → + New ticket button.

Fields

Subject (short, point-focused)
Category (BILLING / TECHNICAL / FEATURE_REQUEST / OTHER)
Initial message (detailed description)

Subject best practice

Good subjects:

"Booking save error 500 response"
"VAT status config: exempt unavailable"
"Feature: weekly stat PDF export"

Bad subjects:

"Problem" (empty)
"Help!" (panic, no context)
"Lots of stuff broken" (multi-issue)

Initial message best practice

Should contain:

What's happening (specific description)
What you'd expect (correct behavior)
Reproduction steps (if bug)
Context (when, which user, which tenant)
Screenshot (attached)

Example good message

Subject: Booking save error
Category: TECHNICAL

Problem: Creating new booking, "Save" button gives 500 error.
Booking doesn't save.

Expected behavior: Booking saves successfully.

Reproduction:
1. Calendar page
2. Click empty slot
3. Pick customer (Anna Kovács)
4. Service (Haircut)
5. Save button → 500 error

Context:
- Tenant: salon-x
- User: Owner ([email protected])
- Time: 2026-05-02 14:30
- Browser: Chrome 120 macOS

Screenshot: attached

Message thread

Ticket detail page:

Original message (you)
Support reply (Bookinda team)
Your reply (continued)
Etc.

Each message:

Timestamp
User (you or support)
Message text
Attachments (if any)

Status transitions

You start

OPEN (new ticket)

Support responds

IN_PROGRESS (working on it)
AWAITING_RESPONSE (asked you a question)

You reply

AWAITING_RESPONSE (back to support)

Support resolves

RESOLVED (considers solved)

You close

CLOSED (you closed)
Or auto-close after 7-day inactivity

Re-open

RESOLVED ticket can be re-opened if problem returns

Efficient response timing

Support SLA:

OPEN → IN_PROGRESS: 24-48h (from support side)
AWAITING_RESPONSE → IN_PROGRESS: 24h (after your reply)
Urgent cases: 4-12h (critical prod bug)

Your reply also matters, don't leave support question for 7 days.

Tips from support team perspective

What they like

Precise reproduction steps
Screenshot
Timestamp (when it happened)
Context (browser, user, tenant)

What they hate

"Doesn't work" (empty)
"Urgent!" (everyone is urgent)
"I tried but it didn't work" (what did you try?)
Multi-issue ticket

Bulk management

If you have many tickets:

Search: by subject or ticket number
Tab filter: Open vs Closed
Category tabs: quick filter

When to use it

Scenario 1, critical bug Booking-save not working at platform level. New ticket TECHNICAL, detailed reproduction. Support replies in 4-12h critical.

Scenario 2, longer feature request "Weekly stat PDF export" feature. New ticket FEATURE_REQUEST. Support evaluates in 1-2 weeks, possibly to roadmap. Longer process OK.

Scenario 3, dispute resolution Billing dispute. New ticket BILLING. Audit info requested. You reply in detail. Support resolves in 3-5 days.

Scenario 4, multi-message thread A complex issue after 10 messages. Read all messages before replying. Don't just react to last.

Scenario 5, RESOLVED but recurring bug Same bug returns a week later. Re-open the old ticket (don't open new). Full history is there.

Tips

One ticket = one problem, don't mix.
Subject point-focused, not panic.
Screenshot always useful, picture beats 100 words.
Category accurate, not "OTHER" for everything.
Re-open OK, don't open new ticket for same issue.
7-day inactivity auto-close, if still needed reply in time.
Professional tone, not offensive (even when frustrated).

Ticket management and effective tickets