Yardi Kube

Support tickets are created when a member encounters an issue that needs your assistance. When a ticket is added, it appears in the Support Tickets section of Kube under the property the member or internal user added the support ticket for and on the Support Dashboard.

You can review and edit certain aspects of support tickets to help you track support ticket resolutions. This article covers the process of managing support tickets in the operator portal.

NOTE: Depending on your assigned role and permissions, and the version of Kube your organization uses, some or all ofthese menus or services may not be available or displayed.

To review and edit a support ticket

To review a support ticket, locate the ticket in the grid and click the three dot additional options button. Select View.

1. Click the Conversations tab to review comments from the member and from you or other internal users.
2. Click the Close button when finished.

To edit a support ticket, locate the ticket in the grid and click the three dot additional options button.

1. Select Edit. Complete the fields. For field descriptions, see the Support Ticket Screen Reference at the end of this article.
2. Click Save.
3. Click the Close button when finished.
 ___________________________________________________________
 NOTE: Only the Category, Status, Priority, and Assignee can be modified once a support ticket is saved.
 ___________________________________________________________

1. Select Support from the top menu.
2. To review a support ticket, locate the ticket in the grid and click the three dot additional options button. Select View.
 1. Click the Conversations tab to review comments from the member and from you or other internal users.
 2. Click the Close button when finished.
3. To edit a support ticket, locate the ticket in the grid and click the three dot additional options button.
 1. Select Edit. Complete the fields. For field descriptions, see the Support Ticket Screen Reference at the end of this article.
 2. Click Save.
 3. Click the Close button when finished.
 ___________________________________________________________
 NOTE: Only the Category, Status, Priority, and Assignee can be modified once a support ticket is saved.
 ___________________________________________________________

Reviewing and editing a support ticket

Find answers and get help from Intercom Support and Community Experts

This site employs cookies and other technologies that we and our third party vendors use to monitor and record personal information about you and your interactions with the site (including content viewed, cursor movements, screen recordings, and chat contents) for the purposes described in our Cookie Policy. By continuing to visit our site, you agree to our {websiteTermsLink}, {privacyPolicyLink} and {cookiePolicyLink}.

This site uses cookies and similar technologies ("cookies") as strictly necessary for site operation. We and our partners also would like to set additional cookies to enable site performance analytics, functionality, advertising and social media features. See our {cookiePolicyLink} for details. You can change your cookie preferences in our Cookie Settings.

We use cookies to make our site work and also for analytics and advertising purposes. You can enable or disable optional cookies as desired. See our {cookiePolicyLink} for more details.

Advertising cookies are set by our advertising partners to collect information about your use of the site, our communications, and other online services over time and with different browsers and devices. They use this information to show you ads online that they think will interest you and measure the ads' performance. Social media cookies are set by social media platforms to enable you to share content on those platforms, and are capable of tracking information about your activity across other online services for use as described in their privacy policies.

These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly.

These cookies are necessary for the website to function and cannot be switched off in our systems.

These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site.

You have the right to opt out of the sale of your personal information. See our {cookiePolicyLink} for more details about how we use your data.

Your Privacy Choices

We use cookies to enhance your experience. You can customize your cookie preferences below. See our {cookiePolicyLink} for more details.

Cookie Settings

Link, Press control-option-right-arrow to exit

Empty Help Center

Uh oh. That page doesn’t exist.

Disappointed

Neutral

Smiley

Thinking...

Searching through sources...

Analyzing...

Tickets submitted through the messenger or by a support agent in your conversation will appear here.

ID #	Unique identification number of the support ticket. This field cannot be edited. NOTE: Support tickets are numbered consecutively across all your properties in the order they were created, so there will never be a duplicate support ticket number at any of your properties.
Subject	Title of support issue.
Message	Description of the support issue.
Category	The department or type of support issue. For more information on adding additional categories, see Adding a support ticket category.
Status	Resolution stage of the support issue. For more information on adding additional statuses, see Adding a support ticket status.
Priority	Importance of the support issue. Generally indicates how quickly it must be resolved. NOTE: The default priorities for support tickets are emergency, high, medium, or low. For more information on adding additional priorities, see Adding a support ticket priority.
Reply Status	The Waiting on Member label describes a support ticket conversation in which the member needs to reply to your or another internal user's comment. The Reply Needed label describes a support ticket conversation in which you or another internal user needs to reply to a member’s comment. This field cannot be edited.
Assignee	Internal user responsible for resolving the support ticket. TIP: Click the red trashcan button to unassign an internal user from a support ticket.