Ticketing

Desks Professional and above

deskbird Ticketing lets employees report workplace issues, such as broken equipment, safety concerns, or cleaning needs, directly in the app or by scanning a QR code. You set up ticket categories per office, assign authorized users to manage incoming tickets, and track every issue from submission to resolution. This keeps your workplace running smoothly and gives facility teams full visibility into what needs attention.

Using ServiceNow, Jira, or another ticketing tool? Seamlessly connect your inbound email handler to deskbird ticketing and start streamlining requests today. A powerful two-way sync is coming soon.

Curious how it works? Watch the demo below:  

1. How Ticketing works
2. Set up Ticketing
3. Create ticket categories
4. Generate QR codes
5. How users submit tickets
6. Manage tickets
7. Email notifications
8. Roles and permissions
9. FAQs

1. How Ticketing works

Ticketing connects three groups of people:

• Admins configure Ticketing in Admin > Workplace > Ticketing — they create categories, assign authorized users, and generate QR codes.
• Employees submit tickets through the deskbird web or mobile app, directly from the interactive floor plan, or by scanning a QR code sticker placed around the office.
• Authorized users (Ticketing Managers) review and manage incoming tickets from the Tickets section in the sidebar, updating status and urgency as work progresses.

Each ticket follows a clear lifecycle: Open → In Progress → Done (or Cancelled). All changes are logged in a ticket history so nothing gets lost.

💡 Ticketing categories are configured per office. Use the office selector at the top to switch between offices when setting up or managing tickets.

2. Set up Ticketing

Before employees can submit tickets, configure two things for each office:

Add authorized users

1. Go to Admin > Workplace > Ticketing.
2. Select the office from the dropdown at the top.
3. Under Authorized users, search for and add the colleagues who should have access to manage workplace tickets for this office.

Authorized users can view, filter, and update all tickets for their assigned office(s). They receive email notifications when new tickets are created or when another authorized user updates a ticket.

Create at least one category

Employees need at least one active category before they can submit tickets. See the next section for details.

3. Create ticket categories

Categories define what types of issues employees can report (e.g. IT problems, safety concerns, cleaning requests). Each category comes with a customizable form that collects the right information from the reporter.

Start from a template or from scratch

1. Go to Admin > Workplace > Ticketing and select the office.
2. Click Add category.
3. Choose a ready-made template or select Start from scratch:
   • IT & Equipment — for device, software, or network issues (7 default fields)
   • Security & safety — for physical security, access, or general safety (3 default fields)
   • Maintenance — for building infrastructure, hardware, or physical repairs (7 default fields)
   • Facilities — for building operations, amenities, and general office space (5 default fields)
   • Cleaning — for cleaning needs, supplies, or maintenance of shared spaces (4 default fields)
   • Start from scratch — build a fully custom category (2 default fields)

Configure category details

After selecting a template, you'll see the Category details panel on the left and the Form builder on the right:

• Status — toggle the category Active or Inactive. Inactive categories won't appear for new submissions, but existing tickets remain accessible.
• Name — give the category a clear name (max. 100 characters).
• Provider(s) — optionally add service providers (by email) who should receive email notifications when a ticket is created in this category. Providers do not get in-app access — they receive an email with the ticket details.
• Description — describe the purpose of this category.

Set area assignment

By default, a category applies office-wide — to all areas. The Area assignment panel below the category details shows the current status (e.g. "Category is assigned to all areas") and lets you restrict it to specific areas if needed:

1. In the Area assignment panel, click Update to open the Assign areas window.
2. Optionally filter by area type — All, Desks, Meeting rooms, Parking spots, or Others.
3. Use the Select area(s) dropdown to choose the areas you want. A search field helps you find areas quickly by name.
4. Click Assign to save your selection, or Cancel to close the window without making changes.

💡 Once a category is restricted to specific areas, employees creating a ticket in that area will only see categories assigned to it — keeping the selection relevant and clutter-free.

Customize the form

The Form builder lets you define exactly what information employees provide when submitting a ticket in this category:

• Field types: Single selection, multi selection, short answer, long answer, and photo upload.
• Mark as required — toggle fields as mandatory or optional.
• Define options — based on the field type.

You may also:

• Reorder fields — drag and drop fields into the desired sequence.
• Duplicate or delete — use the icons next to each field.
• Add new fields — click + Click here to add field at the bottom.

Preview the form before saving

Before publishing a category, click Preview form (top right of the Form builder) to see exactly how the ticket form will appear to employees. Use the Web / Mobile toggle at the top right of the preview to switch between the two views, so you can confirm the experience works on both devices before employees start using it.

Click Save when done. The category will appear in the Categories list on the Ticketing settings page.

Manage existing categories

From the category list, you can edit (✏️), delete (🗑️), activate/deactivate, or reorder categories by dragging the handle on the left.

⚠️ Deleting a category hides it from the admin panel and prevents new submissions. Existing tickets linked to a deleted category remain visible in the ticket management view.

4. Generate QR codes

QR code stickers let employees report issues by simply scanning a code with their phone — the location is automatically pre-filled in the ticket form.

1. Go to Admin > Workplace > Ticketing and select the office.
2. Click Generate QR codes (top right of the Categories section).
3. Choose a mode:
   • Floor-based — generates a QR code for each selected floor. Employees select the specific area when submitting.
   • Area-based — generates a QR code for each selected area defined in Floors & spaces (desk areas, meeting room areas, parking areas, and "Other" areas like kitchens or bathrooms).
4. In the Floor field (Floor-based) or Area field (Area-based), use the dropdown to choose exactly which floors or areas you need. Areas are grouped by floor — click a floor's checkbox to select all of its areas at once. Use the search box to quickly filter by name. Only the items you select will get a QR code; codes are no longer generated automatically for the entire office.
5. Optionally customize the sticker:
   • Upload company logo — supported formats: .svg (recommended), .png, .jpg (max. 5 MB).
   • Text color and Background color — enter a hex code or use the color picker.
   • Transparent background — check the box if needed.
6. Click Download QR codes to get a ZIP file with all stickers.

💡 Tip: Ask your marketing team for the .svg logo file and brand colors before generating stickers, so they match your company's look.

💡 Scanning a QR code pre-fills the ticket location (floor or area) so employees don't have to search for it manually.

5. How users submit tickets

Any deskbird user can submit a ticket via the web app, directly from the interactive floor plan, or by scanning a QR code sticker. The process follows three steps: Add Location > Add details > Review report. Users can move back and forth between the steps at any time — all previously entered information is automatically saved.

From the web app

1. Click Tickets in the left sidebar, then click + Create ticket (top right).
2. Step 1 — Add Location: Select the office, floor, and (optionally) area and resource. Users can also pick from recent bookings shown at the top for quick selection. If a floor plan is available, they can click on the map to select a resource directly.
3. Step 2 — Add details: Select a category and fill in the form fields.
4. Step 3 — Review report: Check the summary showing location, ticket details, and report date. Click Submit.

💡 The floor plan option only appears when the selected office has a floor plan configured in Floors & spaces.

From the interactive floor plan

Users can also report issues directly from the floor plan. When clicking on a resource or area, a tool icon (🛠️) appears as a shortcut to create a ticket with the location already pre-filled.

• Bookable resources — click a desk or meeting room on the floor plan, then click the tool icon next to the resource name and select Create a ticket.
• Areas — click an area on the floor plan, then click the tool icon and select Create a ticket.

⚠️ Floor plan ticket creation is available on web only. On mobile, employees use the standard ticket flow or QR code scanning instead.

By scanning a QR code (mobile)

1. Scan a Ticketing QR code sticker with a phone camera.
2. The deskbird app opens with the location already pre-filled based on the QR code (floor or area).
3. Complete the remaining details and submit.

After submission, a confirmation screen appears and an email notification is sent to the authorized users and any service providers linked to the selected category.

💡 To enable reporting from non-bookable areas (like a kitchen or hallway) on the floor plan, see the FAQ "How do I enable ticket reporting for non-bookable areas?"

6. Manage tickets

Admins and authorized users manage tickets from the Tickets section in the sidebar. The view is split into two tabs: Open and Completed.

Overview analytics (Admin only)

At the top of the Tickets dashboard, you see an overview panel with key metrics at a glance:

• Total tickets — the total number of tickets in the selected time period.
• Open tickets — tickets that have not been picked up yet.
• In Progress — tickets currently being worked on.
• High urgency — tickets marked as High urgency.

A Ticket trends chart below the metrics lets you compare ticket volumes across time periods. Use one of the predefined ranges — last week, 1 month, 3 months, or 1 year — or set a custom date range for more flexible analysis.

Ticket list

Each ticket row shows the Ticket ID, Category, Reporter, Location, Date reported, Urgency, and Status. From the list you can:

• Search — use the search bar to find tickets by ID.
• Filter — narrow results by Category, Status, Urgency, Reporter, or Floor.
• Sort — order by Reported date or Last updated.
• Update inline — change the Urgency (Low, Medium, High) or Status (Open, In Progress, Done, Cancelled) directly from the dropdown in the list. Note: Only authorized users can make these changes. Reporters cannot modify a ticket after it has been submitted.

Ticket detail view

Click any ticket to open its detail view. Here you can see:

• The full form responses submitted by the reporter (left side).
• Details tab — displays Status, Urgency, Reporter, Location, Reported date, and Category. Only authorized users can update the Status, Category and Urgency. All other fields are read-only and cannot be changed after submission.
• History tab — a full audit log of every change, showing who updated what and when.
• Internal notes tab — visible only to Global Admins, Office Admins, and Ticketing Managers. Use it for internal coordination, status updates, or context that shouldn't reach the reporter — for example, debating a fix with a colleague or leaving context for the next shift. Reporters never see internal notes — neither in-app nor by email.
• Comments tab — the existing conversation between authorized users and the reporter. Authorized users can add Comments directly on a ticket to communicate with the reporter. The reporter receives an email notification with a link to the ticket, where they can reply — keeping all context in one place.

Completed tickets (status: Done or Cancelled) move to the Completed tab. When cancelling a ticket, authorized users must provide a reason; this reason is included in the cancellation email sent to the reporter.

7. Email notifications

deskbird sends email notifications to keep everyone informed about ticket activity:

• Authorized users receive an email when a new ticket is created and when another authorized user updates a ticket.
• Reporters (employees) receive a confirmation email after submitting a ticket and a notification for every status change (In Progress, Done, Cancelled).
• Reporters also receive an email when an authorized user adds a comment to their ticket, with a direct link to reply in deskbird.
• Internal notes never trigger an email notification to the reporter. They're visible only to Global Admins, Office Admins, and Ticketing Managers, and are never shown to the reporter — neither in-app nor by email.
• Service providers receive an email when a new ticket is assigned to their category and when their assigned ticket is cancelled.
  ⚠️ Service providers who are also deskbird users will not receive a notification for actions they perform themselves — deskbird does not notify the actor who created or updated a ticket.

8. Roles and permissions

deskbird Ticketing uses five roles. The tables below show what each role can do, grouped by area.

Setup & configuration (Admin > Workplace > Ticketing)

Only Global Admins and Office Admins can configure Ticketing settings. All other roles have no access to setup actions.

Ticket management (Tickets section)

Submitting tickets

All roles — Global Admin, Office Admin, Ticketing Manager, Manager, and User / Group Manager — can submit tickets via the app or by scanning a QR code, and can view the status of their own submitted tickets.

9. FAQs