Ticketing

Beta customers only 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. Admins 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.

1. How Ticketing works
2. Set up Ticketing
3. Create ticket categories
4. Generate QR codes
5. Submit a ticket
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, 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, an admin needs to 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.

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, Short answer, Long answer, and Photo upload.
• Mark as required — toggle fields as mandatory or optional.
• 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.

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 one QR code per floor. Employees select the specific area when submitting.
   • Area-based — generates one QR code per area (desk areas, meeting room areas, parking areas, and "Other" areas like kitchens or bathrooms). The area data is pulled from your Floors & spaces setup.
4. 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.
5. Click Download QR codes to get a ZIP file with all stickers.

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

5. Submit a ticket

Any deskbird user can submit a ticket via the web or mobile app. 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 and will not be lost.

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. You can also pick from recent bookings shown at the top for quick selection. Add additional location details if needed.
3. Step 2 — Add details: Select a category and fill in the form fields defined by the admin.
4. Step 3 — Review report: Check the summary showing location, ticket details, and report date. Click Submit.

By scanning a QR code (mobile)

1. Scan a Ticketing QR code sticker with your 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.

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.

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.

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).
• Service providers receive an email when a new ticket is assigned to their category and when their assigned ticket is cancelled.

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