Support Tickets

When you need help, the support ticket system connects you directly with the BarberSlot team. Tickets are tracked, prioritized, and resolved efficiently.

Creating a Support Ticket

From Support Menu

1. Click Support in navigation
2. Click “New Ticket”
3. Fill in details:
   • Subject: Brief description of issue
   • Category: Select from dropdown
   • Priority: How urgent is it?
   • Description: Detailed explanation
   • Attachments: Screenshots (optional)
4. Submit

Ticket number generated: Example SUPP-20260110-0042

Categories

Choose the category that best fits your issue:

• BOOKING: Issues with calendar, appointments, scheduling
• CALENDAR: Calendar display problems, sync issues
• CUSTOMER: Customer data, profiles, communication
• SERVICE: Service setup, pricing, add-ons
• PAYMENT: Billing, subscriptions, invoices (future)
• TECHNICAL: Bugs, errors, performance issues
• OTHER: Doesn’t fit other categories

Correct category = faster routing to right team member.

Priority Levels

LOW: General questions, feature requests

• Response time: 24-48 hours

MEDIUM: Non-urgent issues affecting workflow

• Response time: 12-24 hours

HIGH: Blocking issue but workaround exists

• Response time: 4-8 hours

URGENT: Critical issue, can’t work

• Response time: 1-2 hours
• Example: Can’t access account, all bookings disappeared

Please be honest with priority - urgent tickets get immediate attention but pull resources from other customers.

Ticket Workflow

Tickets move through statuses:

stateDiagram-v2
  [*] --> NEW: Create ticket
  NEW --> IN_PROGRESS: Staff assigns
  IN_PROGRESS --> WAITING: Need more info
  WAITING --> IN_PROGRESS: Info provided
  IN_PROGRESS --> RESOLVED: Fix completed
  RESOLVED --> CLOSED: Confirmed working
  RESOLVED --> IN_PROGRESS: Reopen
  CLOSED --> [*]

Status Meanings

NEW: Just submitted, awaiting assignment IN_PROGRESS: Staff member actively working on it WAITING: Waiting for your response/action RESOLVED: Fix applied, please confirm CLOSED: Completed and confirmed

Tracking Your Tickets

Ticket List

View all your tickets:

1. Support menu → “My Tickets”
2. See list with:
   • Ticket number
   • Subject
   • Status
   • Priority
   • Last updated
   • Assigned to

Filter by: Status, category, date

Ticket Details

Click ticket to see:

• Full conversation thread
• All messages exchanged
• Attachments
• Status history
• Resolution notes

Communicating with Support

Adding Messages

1. Open ticket
2. Scroll to “Add Reply”
3. Type message
4. Attach files if needed
5. Submit

You and staff see thread in chronological order.

Read Tracking

See when messages are read:

• read_by_barber: You’ve read it
• read_by_staff: Support team read it

Helps both parties know message was received.

Email Notifications

You receive email when:

• Ticket status changes
• Support staff replies
• Ticket resolved
• Ticket closed

Replying to email adds message to ticket thread automatically.

Resolving Tickets

When support resolves your issue:

1. You receive notification
2. Ticket marked RESOLVED
3. Test the fix
4. Options:
   • Confirm: Click “Close Ticket” (satisfied)
   • Reopen: Click “Reopen” (still not working)

If no action within 7 days, ticket auto-closes.

Tips for Effective Tickets

Do’s ✅

1. Include context: What were you trying to do?
2. Attach screenshots: Visual proof of issue
3. List steps: How to reproduce the problem
4. Note error messages: Copy exact text
5. Provide browser info: Chrome, Safari, version?
6. Be specific: “Calendar not loading” vs “Page blank”

Don’ts ❌

1. Don’t create duplicates: Check existing tickets first
2. Don’t mark everything urgent: Dilutes priority system
3. Don’t use multiple channels: Stick to ticket system
4. Don’t share passwords: Support never asks for them

Example Good Ticket

Subject: Can’t create booking on Saturday Category: BOOKING Priority: MEDIUM

Description:

When I try to create a booking for this Saturday (Jan 15)
at 2 PM, I get error "Slot unavailable" even though my
calendar shows it's open.

Steps to reproduce:
1. Go to Calendar
2. Click Saturday 2 PM
3. Select customer "John Smith"
4. Choose service "Haircut"
5. Click Create
6. Error appears

Browser: Chrome 120 on Mac
Screenshot attached showing error.

Result: Support can immediately understand and reproduce issue.

Support Hours

Email support: 24/7 (monitored) Live support: Mon-Fri 9 AM - 6 PM CET Emergency: 24/7 for URGENT tickets

Response times:

• Urgent: 1-2 hours
• High: 4-8 hours
• Medium: 12-24 hours
• Low: 24-48 hours

Alternative Support Channels

Documentation

Check this documentation first - many answers here!

• Faster than waiting for support
• Available 24/7
• Searchable

FAQ

Common questions: FAQ Page

Email

Direct email: support@barberslot.com

• For non-urgent inquiries
• General questions
• Feedback

Tickets preferred for technical issues (better tracking).

Next Steps

• Configure account: Settings Guide
• Manage multiple shops: Multi-Shop Guide
• Learn about GDPR: GDPR Guide

Need help now? Create a support ticket or email support@barberslot.com