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DocumentationSupport handoff

Customer Support Handoff

Use this page when a customer needs help from an operator or support person.

What Support Needs

Support can help faster when the request includes:

  • booking or subscription reference
  • product name
  • location name
  • date and time
  • account email if support asks for it through an approved channel
  • what the customer tried
  • what the customer expected
  • what the app showed

What Not To Send

Do not send:

  • password
  • full payment card number
  • bank details
  • private access token
  • screenshots with unrelated personal data
  • screenshots of payment provider secrets

Booking Issue Template

Hi, I need help with booking [booking reference].
Product: [product name]
Location: [location name]
Date/time: [date and time]
What I expected: [short sentence]
What happened: [short sentence]

Subscription Issue Template

Hi, I need help with subscription [subscription reference].
Product: [product name]
Current issue: [renewal/cancellation/payment/access issue]
What I expected: [short sentence]
What happened: [short sentence]

Refund Question Template

Hi, I have a refund question for [booking or subscription reference].
Product: [product name]
Cancellation status: [if canceled, say when]
Question: [short sentence]
Hi, this marketplace link is not opening for me: [paste link if safe]
I expected to open: [organization/location/product]
The app showed: [unsupported page/sign-in/error/blank]

Support Triage Notes

Support should first identify which app owns the work:

  • Customer booking or subscription: Customer flow
  • Private organization booking/location/resource: Teams flow
  • Marketplace product/payment/refund/operator booking: Spaces flow

If the request belongs to another app, redirect the user before troubleshooting details.

TroubleshootingScreenshot plan