Work through the reported issues queue

Every issue reported from the Offision app or a room panel appears on the Reported issues page in Admin. Support managers and assigned staff use this page to filter, assign, update, and reply to tickets.

1. Open the queue and select Handling or Closed

The Reported issues page opens on the Handling tab, which shows all open tickets (New, In progress, and Resolved). Switch to the Closed tab to view completed tickets. Offision does not show active and closed tickets in the same list, so check Closed if a ticket appears to be missing.

Next to the status tabs, you can search by keyword and switch between Card view and List view. List view provides column sorting and filtering, which the steps below use.

2. Filter and sort the queue

You can filter the queue using five columns: Resource, Report reason, Status, Reported by, and Handling by. You can combine multiple column filters at once (for example, a specific room + Out of battery + Not yet assigned).

Common filter uses include:

• Handling by: Select your own name to view only the tickets assigned to you.
• Resource: Select a specific room or desk to see how many times it has been reported.

The remaining columns (ID, Title, Attachments, Date, and Time) can be sorted but not filtered. Check the Attachments column before visiting a room: reports submitted from the app often include photos, whereas reports from room panels never include attachments.

3. Assign a ticket to support staff

Click a ticket row to open its details, or select the row checkbox and click Assign to, then select a member of Support staff.

When you assign a ticket, Offision sends an email and an in-app notification to the assignee. Reassigning a ticket notifies the newly assigned staff member, while the previous assignee receives no notification.

4. Update the ticket status

Click the status badge directly in the ticket row, or select the row checkbox and click Change status, then choose New, In progress, Resolved, or Closed.

You can change a ticket to any of the four statuses at any time. If a fault recurs after a ticket was closed, set the closed ticket back to New instead of creating a duplicate ticket. Reopening keeps the room’s repair history in one place and keeps the dashboard’s issue count accurate.

5. Reply to the reporter with comments

Click the comment icon on a ticket row to open its comment thread.

Comments are the only way to notify the person who reported the issue. Posting a comment sends an in-app notification to the reporter, the assignee, and anyone else who has commented on the ticket. You can also edit or delete your comments (edited comments are labeled Edited).

6. Update or delete tickets in bulk

Select multiple ticket rows to display the bulk action bar with Assign to, Change status, and Delete all. Bulk assignment and bulk status updates ask for confirmation showing the number of selected tickets and the new value.

Use Change status to close a batch of resolved tickets at once (for example, after replacing batteries across a floor). Only use Delete all for test or accidental submissions—deleting a ticket permanently removes it from the resource’s maintenance history.

7. Add a ticket manually

Click Add issue to log a fault reported outside Offision (for example, by phone or in person). Select the resource, optional amenity, report reason, and description. You can also assign the ticket to a support staff member when creating it.

8. Verify your workflow

Submit a test report from the Offision app for a room you manage (see Report a problem with a room), then refresh the Reported issues page. Verify that the ticket appears under Handling with the status New, your name under Reported by, and Not yet assigned under Handling by. Assign the ticket to yourself, confirm that the assignment email arrives, and then set its status to Closed.