Studio Support Ticket Types and Details to Include

- Card Reader Issue

Used when a member or employee reports that a door or card reader is not working, unresponsive, or denying access unexpectedly.

• Property and specific door/reader location
• Description of the problem (e.g., reader light off, card not recognized)
• Whether the issue affects one or multiple readers
• Any troubleshooting already performed (e.g., power cycle, alternate card tested)

access control, card reader, badge not working, door won’t open

- Key Card Reader Log Request

Used when an employee requests access logs to review badge swipes for a member or internal investigation.

• Member or employee name that is requesting
• Date and time range for requested logs
• Purpose of the request (e.g., access verification, incident review)

keycard logs, access report, badge history, swipe records

Issue Type

Ticket Purpose

Ticket Should Include...

Common Keywords

- Air Media Issue

Used when AirMedia is not displaying, connecting, or pairing properly for wireless presentation.

• Room name or number
• Device used (laptop, iPad, etc.)
• Description of issue (e.g., screen not appearing, failed connection)
• Any error messages shown

AirMedia, wireless display, screen sharing, connection failed

- Lounge AV Issue

Used when AV components in public or lounge spaces are not working properly (e.g., TVs, speakers, displays).

• Property name and lounge area
• Description of what is not working
• Whether the issue affects all or some devices
• Any signs of physical damage or loose cables

lounge AV, TV issue, speaker issue, display not working, common area

- Music Issue

Used when background music in common areas is not playing, team cannot control the music, or is too loud/quiet.

• Property name and area affected
• Description of the issue (e.g., music off, volume imbalance, looping track)
• Approximate time the issue began

background music, speaker, sound system, volume issue

- Meeting Room Tech Issue

Used for any meeting room technology malfunction (TVs, iPads, cameras, schedulers, or rally bars).

• Room name and property
• Description of the problem (e.g., display not turning on, camera not connecting)
• Any troubleshooting completed
• Whether issue affects one room or multiple

meeting room tech, TV not working, video conferencing, scheduler

- Email Issue

Used when an employee is unable to send an email through Hubspot’s UI while trying to respond to inquiries

• Contact or company name affected

• Email subject or type (marketing, deal, quote)

• Screenshot or error message (if any)

• Whether multiple users are affected

HubSpot email, delivery issue, bounce, send error

- Tour Issue

Used when tour scheduler links or website tour forms are not functioning correctly or are not syncing to HubSpot. This can also be used if tours from the website are not routing to the correct Studio employee

• Property having the issue

• Contact that experienced the issue with the link

• Description of the problem (e.g., no times available to tour, tours going to wrong person)

tour scheduler, HubSpot form, website tour

- Ticket/Inquiry Issue

Used when incoming tickets, inquiries, or workflow routing in HubSpot are not working as expected.

• Deal name  

• URL to the HubSpot deal

• Description of the issue being experienced 

hubspot, deal issue, duplicate deal, pipeline, association

- Deal Issue

Used when a team member experiences an issue with a HubSpot deal not behaving as expected (e.g., association errors, duplicates, or deals not progressing through the pipeline).

• Example of affected inquiry/ticket

• Screenshot or description of incorrect routing

• What the expected outcome should have been

• Whether issue is recurring or new

HubSpot ticket, inquiry issue, workflow routing, submission not appearing

- Quote Issue

Used when a team member encounters an issue with a HubSpot quote, such as publishing errors, incorrect information or info update, or pricing problems. 

• Deal name  

• URL to the deal associated with the quote 

• Description of the issue being experienced 

• Content to update the template with

hubspot, quote issue, quote publishing, pricing, quote error, update quote

Account Issue

Used when an employee is reporting a problem with a company account in Platform.

• Company name and affected user(s)
• Short description of the issue (e.g., can’t connect devices, account not showing, login errors)
• Screenshots or error messages
• Whether it impacts one or multiple users

account issue, login error, company WiFi, Platform access

Floor Port Issue

Used when a floor port or docking station connection is not working properly.

• Squad number or port number effected
• Description of issue (e.g., no signal, intermittent, physical damage)
• Whether it affects one or multiple ports

ethernet, port issue, docking station, wired internet

Voice/Phone Issue

Used when a desk phone is not working (e.g., no dial tone, dropped calls, wrong configuration).

• Desk or office location
• Phone number or extension (if known)
• Short description
• Any error message or light pattern

phone issue, desk phone, voice system, extension

WiFi Issue

Used when WiFi performance is poor or unreliable after initial troubleshooting.

• Property name and floor/suite
• Description (drops, low signal, speed)
• Whether it affects one or multiple devices/users
• Troubleshooting already tried

WiFi issue, slow internet, connection drop, wireless

Dedicated Bandwidth

Used when a team requests additional bandwidth for their squad or company; routed to Tech team at 802.

• Company or squad name
• Property name
• Requested bandwidth (if known)
• Context for request

dedicated bandwidth, speed increase, network capacity

Public IP

Used when a team requests a Public IP address for their squad or company; handled by Tech team at 802.

• Company or squad name
• Property name
• Number of IPs requested
• Whether temporary or ongoing

public IP, static IP, network provisioning, external access

- Hardware Issue

Used when a physical printer or copier onsite is malfunctioning or unresponsive and may require technician support.

• Printer name and location
• Description of the issue (e.g., won’t power on, paper jam, offline)
• Whether issue affects one or multiple printers
• Any troubleshooting already completed (restart, cable check)

printer not working, copier, scanning, paper jam, hardware failure

- Papercut Issue

Used when users experience printing problems related to Papercut, such as authentication errors or jobs not releasing.

• Member or employee name
• Property name and printer name
• Description of the problem (e.g., “print job stuck,” “access denied”)
• Screenshot/error code of any Papercut error

papercut, printing issue, authentication, print job failed

- Delist a Meeting Room

Used when a Studio location needs to remove a meeting room from public booking visibility.

• Property and room name
• Reason for delisting (e.g., under maintenance, privately leased)
• Whether it is a temporary delist or permanent

website room, delist, remove space, availability

- Edit Pricing of a Product

Used when a listed price on the Studio website is incorrect for a meeting room or office.

• Product or space name
• Property name
• Correct pricing details

price change, rate update, website listing, product pricing

- Request to Edit Copy on a Page

Used when a page’s copy or description is outdated, inaccurate, or needs correction.

• Page URL or title
• Exact text or section to be changed
• Updated copy (if available)

website copy, content edit, text correction

- Report a Bug

Used when a user reports broken functionality or a loading error on the Studio website.

• URL where issue occurs
• Description of what’s happening (e.g., page won’t load, broken button)
• Browser/device used
• Screenshot or video (if possible)

website bug, error, page not loading, broken link

- AV Add-ons

Used when a member requests additional AV setup or services, such as mounting a TV or integrating new AV components.

• Property name and suite number
• Description of requested work
• Member or company name
• Preferred timeline (if known)

AV install, tech add-on, mount TV, speaker setup

- IT Rack Service and Changes

Used when a member requests a new IT rack or changes to an existing one.

• Property name and suite
• Member or company name
• Description of the change (e.g., add/remove rack, rewire, power needs)
• Photos or diagrams if applicable

IT rack, cabling, network cabinet, server setup

- Card Reader Add

Used when a company requests to add a new card reader to their squad for security scanning. 

• Company name

 • Squad number  

• Expected timeline for installation

tech services, card reader add, access control, hardware install

- Edit Posted Invoice

Used when an employee needs to change a posted invoice that has already been sent to a member. Common examples include removing a charge, updating a rate, or correcting company information (e.g., company name or address).

• Member or company name
• Invoice number
• Description of requested change (e.g., remove charge, update amount, correct company info)
• Reason for change
• Any supporting documentation or internal approval if applicable

edit posted invoice, invoice correction, rate change, company name update, charge removal

- Invoice Adhoc Charge

Used when a member requests an ad hoc or one-time charge to be invoiced separately from their standard monthly invoice.

• Member or company name
• Description of the charge (type, purpose, and amount)
• Whether charge should appear on a separate invoice
• Supporting notes or approvals (if needed)

adhoc charge, one-time fee, separate invoice, additional billing, manual invoice

- Archive Open Charge

Used when an employee identifies an open charge on a member’s account that should not be billed and needs to be removed before the next invoice cycle.

Member or company name
• Charge description or reference ID
• Reason the charge should be removed (e.g., error, duplicate, canceled service)
• Screenshot or note showing where the open charge appears

archive charge, remove open charge, delete charge, billing cleanup, charge error

- Late Fee Removal

Used when an employee requests the removal or waiver of a late fee from a member’s monthly invoice, which is sent to RGMs to approve

• Member or company name
• Invoice number(s)
• Reason for waiver request
• Whether this is a one-time or recurring issue

late fee, billing waiver, fee removal

- Payment Application

Used when a payment has been received but not applied correctly to the intended invoice.

• Member or company name
• Payment amount and date received
• Intended invoice(s)
• Screenshot or reference of payment record

payment not applied, unapplied payment, allocation issue

- Missing Payments

Used when a member confirms payment was made but it is not showing under company payments in Yardi.

• Member or company name
• Payment method (ACH, credit card, etc.)
• Payment date and amount
• Proof of payment (e.g., bank confirmation, receipt)

missing payment, payment not found, ACH issue

- Write Off Request

Used when a charge or balance needs to be written off due to it no longer being collectible or applicable.

• Member or company name
• Invoice or charge reference
• Amount to be written off
• Reason for request

write off, bad debt, adjustment, billing

- Member Refund

Used when a member has been overcharged or a payment must be refunded.

• Member or company name
• Invoice(s) involved
• Refund amount and reason
• Any internal approval if required

refund, overpayment, return, reimbursement

- Banking / Autopay Issues

Used when a member’s banking or autopay issue continues after standard troubleshooting (bank verification, due date checks, autopay status).

• Member name and company

• Summary of troubleshooting completed

• Error message or screenshot from Yardi or member view

autopay, banking, payment not processed, bank verification

- Contract Template Issue

Used when a contract template shows incorrect data or formatting (wrong contact, missing fields, wrong info).

• Contract and company name

• Location the contract is for and what type of contract template was used

• Description of what’s incorrect (e.g., missing address, wrong rate)

• Whether issue affects one or all contracts

• A screenshot or attachment of the contract that looks incorrect

contract issue, template error, wrong data, missing field

- Google Calendar Sync Issue

Used when meeting room or space calendars are not syncing between Yardi and Google Calendar.

• Space name and property name

• Description of what’s occurring (e.g., bookings missing, duplicates)

• Whether affects one or all calendars

calendar sync, Google, booking not showing, integration

- Invoice Template Issue

Used when invoice templates show wrong or missing data (wrong charge, missing info, layout issue).

• Invoice number or member name

• Location of the invoice

• Description of what’s incorrect

• Whether affects one or multiple invoices

invoice issue, wrong charge, invoice layout, missing data

- New Product or Product Update

Used when a new product or space must be added or removed in Yardi or an existing one updated (rate, name, or description).

• Product or space name

• Property name

• Indicate if new space, removal, or update

• Details of desired change (rate, name, rules, description)

new product, rate change, product update, add room, remove space

- Onsite Team Account Issue

Used when a Studio employee’s Yardi account has login, access, or permission issues.

• Employee name and email address

• Description of the issue (e.g., login error, missing access)

• Screenshots or error messages

user access, login issue, missing permission, Kube account

- Contract Activation Issue

Used when the team is trying to activate a contract that has been fully approved and countersigned, but is getting an error message or the activation button is greyed out

• The name of the company that is effected

• If this is a first time contract or an amendment to an existing contract

• Screenshots or error messages

• contract activation error, lead and member, Kube account, contracts,approval

- ySign Issue

Used when there are problems with Yardi ySign (e.g., links not opening, missing or failed signatures).

• Deal or contract name

• Member name

• Short description of problem (e.g., link not working)

• Whether recurring or first-time

ysign, signature issue, contract not sending, digital sign

- Account Issue

Used when a member’s account in the app is not displaying correctly or cannot log in.

• Member name and email address
• Description of issue (login, data missing, etc.)
• Screenshot (if available)

app login, account issue, access error

- Invoice Issue (in-app)

Used when invoices in the Your Studio App are incorrect, missing, or not matching Yardi Kube.

• Member or company name
• Invoice number(s)
• Description of discrepancy
• Screenshot from app view

invoice tab, billing issue, missing invoice

- Booking Issue (in-app)

Used when members experience errors in the “Bookings” tab that persist beyond troubleshooting.

• Member name and property
• Room or space name
• Description of error (e.g., can’t book, not loading)
• Any screenshots or steps to reproduce

app booking, meeting room, calendar, crash

- Add External Company to VTS

Used when an external (non-member) company needs to be added to the Your Studio App to pay invoices for events or ad hoc charges.

• Company name 

• Primary contact 

 • Location where the company should be added

 your studio app, vts, external company, payment setup

-Amendment Type (extension, contraction, relocation, etc.)

Used when an employee needs to update payment amount, term length, or contract details. Ensure the end user always puts the member communication in the BOX folder when suggesting this ticket type

• Member or company name

• Contract name or ID

• Requested changes (new rate, term, etc.)

• Reason for amendment

amendment, contract change, rate update, term edit

- Type of Update

Used when an employee joins, departs, or changes roles and their system access must be added, updated, or removed.

• Employee name and email

• Effective date of change

• Systems impacted (HubSpot, Yardi Kube, Platform, etc.)

• Whether access should be added, modified, or removed

• If we need to copy permissions to an existing user, list who that user is

onboarding, offboarding, access update, user permissions

- Footage Request

Used when an employee requests camera footage from a specific date, time, or area due to a reported incident.

• Property name and camera location

• Date and time range of footage requested

• Reason for request (e.g., incident, access review)

• Names of individuals or rooms involved

security footage, camera request, incident video, access review

- Security Deposit Refund or Reduction

Used when starting a security deposit refund or reduction due to a move-out or downgrade in space.

• Member or company name
• Lease end date
• Refund amount
• Reason or reference for refund (e.g., move-out, adjustment)

security deposit, refund, move-out, payment return, partial refund 

- Apply Security Deposit to Open Charges

Used when the full security deposit will be applied to open charges on a company’s Yardi account instead of being refunded. 

• Member or company name
• Lease end date
• Charge we are applying the SD to

security deposit, refund, move-out, payment return

- I have an issue with an Security Deposit Refund

When a team member has a general question or is unable to complete a Security Deposit Refund due to an error, missing information, or bad data

• Member or company name

• Member or company name

• Screenshots or error messages

security deposit, refund, move-out, payment return, partial refund, error, moveout statement issue 

- Design/Construction Issue

Used when an employee submits a request for a design or construction change, repair, or evaluation.

This includes rugs, desks, tables, furniture, cabinets, light fixtures, or any other equipment or decor in a Studio location

• Property and space name
• Description of work requested
• Any photos available
• Priority or timing if applicable

design request, construction, renovation, repair, furniture, rug, .

- Type of Incident

Used when an employee reports a significant incident that requires management follow-up.

• Property and space location

• Date and time of incident

• Description of what occurred

• Names of individuals involved (if known)

incident, safety, injury, escalation, report