Support tickets: categories, priorities and response times

Open a ticket from Help, attach screenshots, follow replies, rate the help you got, and vote on the roadmap.

Open a ticket from Help → New ticket (or let a chat turn into one).

• Category routes it to the right person: tech support, setup/onboarding, site design, billing, bug, feature request, how-to, or management/other.
• Priority: *urgent* means renters can't book or pay. Our first-response targets are about 1 hour (urgent), 4 hours (high), 8 hours (normal) and 24 hours (low).
• Attach a screenshot or PDF; the page you came from is included automatically.
• As you type the subject we suggest help articles that may answer it straight away.
• Statuses: New → Open → Waiting on you → Resolved → Closed. Replying to a resolved ticket reopens it.
• When a ticket is resolved you can rate the help (1–5). It goes straight to our team.
• Feature requests may be added to the roadmap (Help → Roadmap), where every facility can vote.