Using in-app support
During initial workspace setup, confirm the matching Getting Started — Recommended Setup Sequence step and Account Settings — Recommended setup order row before filing tickets — escalation map: Support — Setup sequence escalation. Pair with Onboarding a New Property when a setup step is blocked. Lockout catch-up: Getting Started — Lockout catch-up after password recovery.
Choose channel first: When to use email support vs When to use in-app support. Entry points: Where to open Support — Help & Support drawer or Support inbox (full page). Drawer Status stay-open: Status stays open while you pick. Continue a closed thread: Reopen lands on Pending. Thread freshness: Last activity and live conversation. After you send a reply: Your reply emails the assigned teammate. Filing: New Support Ticket modal. Mobile: Mobile behaviour. Habit-specific shortcuts live under Related below.
Vivin offers two complementary ways to get help: email support for general or account-wide questions, and in-app support for structured tickets inside the management frontend when your organisation has access.
Open a ticket when Onboarding a New Property steps are blocked by permissions or account state — confirm the matching Getting Started — Recommended Setup Sequence step and Account Settings — Recommended setup order row first; choose module Settings or Listings on the ticket (step-to-module pairing: Support — Setup sequence escalation). When users cannot sign in at all, start with Resetting a Management User Password. For AI Chat or Landlord MCP defects, self-serve with AI usage API (landlord_chat on GET /ai-usage/summary) during month-end review before filing — there is no management-frontend ledger screen yet. Escalation hub: Get Help & Support.
When to use email support
Email and status-page escalation pairs with When to use in-app support when your role has the Support permission.
Use Get Help & Support (email and status page) when you need:
- A response that does not depend on a specific screen in Vivin
- Billing or subscription changes handled by the Vivin team
- Incident confirmation during outages (together with the public status page)
When to use in-app support
After you confirm email is not required, continue to Where to open Support (FAB, drawer, /settings/support). Drawer vs full inbox: Help & Support drawer and Support inbox (full page).
Use in-app support when your role includes the Support permission and you want to:
- Open or continue a conversation with Vivin tied to your signed-in workspace
- Share context (screens, steps) from inside the product
- Track ticket history from Support in Account Settings
If you do not see Support in the app, your administrator may not have granted the Support permission (support.module) to your role.
Booking-scoped Tenant MCP create-maintenance-ticket and notify-landlord open internal operations work or alert your team — they do not replace a Vivin support ticket when you need credential changes, integration debugging, or product defects. File Vivin support with the workflow below; see Tenant MCP — Maintenance and escalation.
Account-scoped Landlord MCP portfolio tools (list-bookings, create-manual-payment-in, cancel-booking, and similar) run against your workspace JWT — they do not open Vivin product support threads. File a Vivin support ticket here when external client sessions fail authentication, return unexpected 403 scope errors, or need new tool coverage Vivin must ship. Self-serve collections and escalation remain operator workflows — see Handling a Late Payment — Step 6 and Landlord MCP — Permissions and safety.
In Users and roles, the Support capability is only assignable to Administrator and Super administrator roles. Other roles cannot receive Support access from the permission matrix, even if a teammate wants to delegate it broadly.
Support without other Account Settings tabs
Support-only roles pair with Users & Roles (grant Support without other settings tabs) and Account Settings — Support-only browse layout (disabled tab shell). Downstream: Where to open Support (FAB, drawer, /settings/support).
A role can include Support while every Account Settings tab permission is off (no General Information, Users, Preferences, and so on). That is valid: those users are not blocked from the settings area entirely.
When they open /settings, Vivin shows a browse-only layout (see Account Settings — Support-only browse layout):
- Standard settings tabs are visible but disabled; bookmarked tab URLs redirect to
/settings. - Support in the sidebar (lifebuoy) and the main hint explain how to reach the Vivin team.
- The floating Help & Support button and full inbox at
/settings/supportwork the same as for administrators who also edit other settings.
Grant Support in the Role Permissions matrix under the Support group when someone should file or follow Vivin tickets but must not change account configuration.
The + Create New menu includes New Ticket under Operations — that shortcut opens an internal operations ticket (maintenance, cleaning, inspections, and similar work on your portfolio). It is not the same as a Vivin support ticket to our team. For Vivin support, use Help & Support, Account Settings > Support, or the direct /settings/support URL below. See Create New Menu and Operations.
Where to open Support
Entry points pair with Help & Support drawer (desktop FAB and mobile header icon), Support inbox (full page) (/settings/support), and Deep Links — Support (?support=<ticketId> bookmarks from Finance, Bookings, or Operations). Upstream: confirm When to use in-app support (Support permission). Downstream: New Support Ticket modal.
Not sure which path opens Vivin product help? Ask AI Chat “Where do I open Support to create and track Vivin help tickets with the Vivin team?” — then open Settings → Support or the desktop Help & Support FAB (ai-chat-product-context-support-reply.png, ai-chat-product-context-support-flow.mp4). The assistant typically says Settings → Support.
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Sign in to platform.vivin.app.
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Choose any of these entry points:
- Floating Help & Support button — When you have Support access, a round Help & Support button (chat icon) stays fixed at the bottom-right of the screen on desktop. The control exposes
aria-label="Help & Support"(and matchingtitle) for screen readers — parity with the mobile header chat icon. Click it to open the support drawer for quick access from whatever module you are in. When one or more tickets are in Pending response (Vivin still owes a reply — statusawaiting_replyin product data), an amber badge on the button shows the count of those tickets. The badge uses the same dedicated status-count API as the drawer tab pills (not a count of only the first inbox page), so large ticket volumes are not undercounted. The count loads when you sign in and refreshes after you act on tickets (for example sending a reply or closing a ticket) because those actions invalidate the status-count cache — it is not polled on a timer while you stay on other modules. Open the drawer or full Support inbox when you need the latest pill counts without taking an action. - Account Settings — Open Account (or Settings) from the user section of the sidebar, then choose Support (lifebuoy icon) in the Account Settings shell.
- Direct URL — Go to platform.vivin.app/settings/support.
On desktop, the floating Help & Support control sits above the main content while you work in any module. With no Pending response tickets, the button has no badge:
When at least one ticket is Pending response, the same control shows an amber numeric badge (example below):
- To open a specific ticket from a link or bookmark, use any of these patterns (replace
:ticketIdor<ticketId>with the ticket identifier):
/settings/support/:ticketId— full Support inbox with the ticket thread open./<module>?support=<ticketId>— opens the Help & Support drawer on the module you are already on (for example/bookings?support=<ticketId>from a notification email). The drawer loads the same thread as the full inbox; the query parameter remains in the URL until you dismiss the drawer.- Older bookmarks under
/supportor/support/:ticketIdredirect to the settings routes.
See Deep links > Support.
- Query-parameter deep link — From any signed-in module route, append
?support=<ticketId>to open the Help & Support drawer on that page with the ticket thread focused (for examplehttps://platform.vivin.app/bookings?support=<ticketId>). Requires the Support permission. Closing the drawer removes the query parameter from the address bar. Use this when you want the operator to land on Dashboard, Bookings, or another module but immediately see Vivin support context — without navigating to/settings/supportfirst.
Bookmark ?support=<ticketId> from Finance or Bookings during Handling a Late Payment — Step 6 segment escalation, from Operations during Cancelling a Booking — Step 6 post-cancel cleanup, from Listings during Onboarding a New Property — Step 7 wizard verification, or from Operations / Bookings during Managing a Check-in — Step 6 arrival-week access escalation — see Deep Links — Support.
Help & Support drawer (quick inbox)
Quick triage from any module pairs with Support inbox (full page) (table layout, default assignee card). On phones, see Mobile behaviour (header icon instead of FAB). During collections escalation, open the drawer from Finance or Bookings per Handling a Late Payment — Step 6; during post-cancel cleanup from Operations per Cancelling a Booking — Step 6; during first-booking verification from Listings per Onboarding a New Property — Step 7; during arrival-week access escalation from Operations or Bookings per Managing a Check-in — Step 6; during departure settlement from Finance per Managing a Check-out — Step 6.
On desktop, the floating button and the mobile header chat icon open the same Help & Support drawer: a right-hand panel over your current module so you can triage tickets without leaving your workflow. The full Support page at /settings/support adds the new ticket assignee default card and a wider table layout — use either surface; messages, filters, and statuses stay in sync.
- Search — Filters as you type by subject, ticket number, and message text in the conversation thread. Matching is accent- and case-insensitive and ignores most punctuation. Both the drawer and the full inbox run the same rules on the server (short debounce). Changing search or filters reloads the list from the first batch.
- Sort — Sort by menu beside Status: Last activity (default), Creation date, Due date, or Priority (P0 highest first). Sort runs on the server with the current chip, Status multi-select, and Opened by scope; changing sort reloads from the first batch. Last activity orders by the last message in the thread (when someone last wrote), not by a status, tag, or assignee change. See Last activity and live conversation.
- View chips — Active (default) and Closed. Active is the main inbox view — it spans non-closed workflow states and can still include Closed rows when you combine it with a detailed Status pick (see below). Closed is the resolved archive (
statusGroup=closed). Count badges use a dedicated status-count request for the current Opened by scope. - Status (detailed) — A Status multi-select under the chip row: open the control to tick any combination of Pending, Awaiting your reply, Ongoing analysis, and Backlog (Closed is only on the chip row; Open is not on this menu). The menu stays open while you add another state. With no boxes ticked, the trigger reads All statuses (no detailed filter). With one status picked, the trigger shows that label; with several, it shows N selected. Chip and Status compose together — for example Active + Status → [Pending] narrows to tickets waiting on Vivin while Closed tickets can still appear in the list until you switch to the Closed chip. After Reopen, tick Pending here. The detailed Status multi-select is on the drawer today; the full
/settings/supportpage still uses All / Open / Closed chips only (no detailed Status row yet).
Status stays open while you pick
Open Status on the Help & Support drawer (desktop Help & Support button or mobile header chat icon), then tick a workflow state. The trigger updates; the menu stays open so you can tick a second state. You do not need to open Status again.
The menu lists Pending, Awaiting your reply, Ongoing analysis, and Backlog. Tick Pending, then Awaiting your reply. Both stay checked in the open list. The ticket list shows threads in any of the states you picked — not only tickets that somehow sit in both. With several ticked, the trigger reads N selected. Dismiss the menu when the trigger looks right — same stay-open habit as Audit — Created by.
Ticking statuses here only filters the list. It does not change a ticket’s badge. Use the ticket sidebar to Close a thread, Reopen a closed one, or send a reply.
Active / Closed chips sit above this menu and compose with it — keep Active selected while you add Pending, then Awaiting your reply. Sort by is a different menu (it closes after one pick). Opened by Everyone / Me are chips, not this list. The full /settings/support page still uses All / Open / Closed chips only — no stay-open Status row there.
Operations Tickets status is a different control on a different module. Those labels are for your organisation’s maintenance work, not Vivin product-support threads.
- Loading more — The drawer loads tickets in batches of 20. Scroll near the bottom of the ticket list to load more; a small spinner appears while the next batch fetches. When every row for the current filters is loaded, you reach the end of the list.
- Opened by — Everyone (workspace) or My tickets (tickets you opened). The drawer shows an Opened by label beside these scope controls.
- Ticket rows — Subject, status badge, optional priority (P0–P3), module tag, a last-message preview (author prefix plus a short snippet), and the last-message date. Tickets that need your input stay easy to spot from the Pending response / Awaiting your reply badges.
- New Ticket — Opens the same New Support Ticket modal as on the full page (below).
- Open a ticket — Click a row to open the conversation sidebar (reply, attach files, Close when resolved). Sending a reply is enough — you do not also email the support mailbox. See Your reply emails the assigned teammate.
- Footer note — Reminds you of typical Vivin response times.
From the drawer header you can refresh the list and the open thread, open priority level help (same definitions as the modal ? control), or close the panel and return to your module.
The Help & Support drawer pairs Active and Closed view chips with a detailed Status multi-select and a Sort by menu. Active (default) is the main inbox. Tick one or more statuses — for example Pending and Backlog — when you want a subset of active rows; leave all boxes unticked for All statuses. The Status menu stays open while you add a second state. The chip stays on Active while the multi-select narrows the list (closed tickets can still appear until you switch to the Closed chip).
The full /settings/support page keeps All, Open, and Closed chips only. Open on that page still means tickets whose badge is literally Open. After you Reopen a thread, the badge is Pending, so use All (or the drawer Active chip plus Status → Pending) rather than the full-page Open chip. Triage from the drawer when you want composed Active + Status filtering without leaving your module.
Last activity and live conversation
Last-message sort pairs with Help & Support drawer (row preview) and Support inbox (full page) (Last Activity column). Open a thread from either surface — Your reply emails the assigned teammate after you send a message, or Editing open tickets when you need to fix a subject or your own reply.
Last activity is the default sort on both the drawer and the full inbox. It orders tickets by the last message in the thread — when someone last wrote — not by a status, tag, or assignee change. The full-page Last Activity column uses that same timestamp.
Drawer rows show a preview of that last message:
| Prefix on the snippet | Who wrote the last line |
|---|---|
| Your first name | You (or a teammate on your workspace) |
| Name (VIVIN) | A Vivin support teammate |
| System message | An automated line (for example the original ticket description) |
Keep the ticket open to see new Vivin replies without reloading the page. If a message arrives while you are scrolled up in the thread, a New message pill appears — click it to jump to the latest. Opening a ticket, or clicking refresh in the drawer header, loads the latest messages so replies that arrived while you were elsewhere show up immediately. While the drawer stays open, the ticket list updates on its own after a few minutes without jumping your scroll.
Support inbox (full page)
Full-page inbox pairs with Help & Support drawer for day-to-day triage without leaving your module. Filing a ticket: New Support Ticket modal. If the inbox needs a refresh: Inbox refresh.
The full Support page is your ticket inbox: subject lines, status, last activity, assignee, search, sort, and scroll-to-load history through your organisation’s Vivin support tickets.
- New Ticket — Opens the New Support Ticket modal (see below). Submit Ticket sends the form to the Vivin team; Cancel discards unsaved input. When Vivin replies with an Operations maintenance ticket ID (for example
S259), paste the full code on Operations → Tickets — not in the support inbox search — see FAQ — Find a ticket by its ID. - Status filters — All lists every ticket (within the Everyone / My tickets scope). Open limits the list to tickets whose badge is literally Open. Closed shows closed tickets only. Use All when you want every non-closed ticket, including Pending after you send a reply or Reopen a closed thread.
- Scope filters — Everyone shows tickets for the whole workspace; My tickets limits the list to tickets you opened.
- Sort — Control beside the filter pills: Last activity (default, most recent message first), Creation date, Due date, or Priority (P0 highest first). Sort runs on the server; changing sort refetches from the first batch. The Last Activity column shows that same last-message date. See Last activity and live conversation.
- Search — Search tickets… field below the new ticket assignee card. Vivin queries the server (short debounce) across subject, ticket number, and message text with the same accent- and case-insensitive rules as the drawer. Active status, scope, and sort still apply; changing the search reloads from the first batch.
- Loading more — The table loads 20 tickets initially, then fetches the next 20 when you scroll near the bottom of the main workspace (same pattern as Notifications). A spinner appears under the table while the next batch loads. The footer shows Showing X of Y for the current filter set; End of list appears when every matching ticket is loaded.
- New ticket assignee — Card above Search tickets… (administrators with Support access). Pick which Vivin team member is assigned to new tickets from your workspace by default, or leave None so new tickets start unassigned. Applies only to tickets created after you save the selection — existing threads keep their assignee. Per-ticket assignee in the table and ticket sidebar can still be changed independently. If the save request fails (network or server error), Vivin shows a toast — for example Could not update the default assignee. — and the dropdown reverts to the last value the server stored; pick the assignee again after connectivity improves.
Assignment email notifications
When Vivin assigns or reassigns a support ticket to a team member whose mailbox is on file, that person receives a Support ticket assigned email (unless they turned it off under Personal Settings → Your email preferences). The message includes the ticket number, subject line, and ticket metadata for context without opening the thread — Account (workspace company name), Priority, Module (area), Status, and Tags (empty fields show —; message text is not quoted). A See ticket button deep-links into the product surface for that assignee: Vivin internal assignees land in the admin support inbox; workspace operators assigned on customer accounts still open the management app (for example /?support=<ticketId> — see Help & Support drawer). Per-user opt-out does not change assignee on the ticket — it only suppresses mailbox copies; the assignee can still open the thread from the drawer or Support inbox.
That assignment email is not the same as the email sent when you reply — see Your reply emails the assigned teammate.
Your reply emails the assigned teammate
Replies pair with Last activity and live conversation (the thread and list update from the last message) and Ticket status labels (Pending after you send). Distinct from Assignment email notifications (those fire when someone is assigned, not when you write). While Awaiting your reply, send before idle auto-close per Auto-close when Vivin is waiting on you.
After you send a message in the ticket sidebar (drawer or full inbox), you do not also need to email the support mailbox. The in-app reply is enough.
What happens next:
| What you see | What Vivin does |
|---|---|
| Badge becomes Pending (in rows it may read Pending response) | Vivin should reply or act next. |
| Your message sits in the thread | The teammate assigned to the ticket is emailed, with the ticket title, your name, the message, and attachment filenames when you attached files. |
| No assignee on the ticket | Vivin uses the workspace default assignee from the inbox card when one is set. If nobody is assigned and there is no default, the shared support inbox still receives the alert. |
The Support ticket assigned toggle under Personal Settings → Your email preferences only covers assignment emails. It does not turn these reply emails off.
See FAQ — Do I also email support after I reply in Help & Support? and Glossary — Support ticket reply.
Ticket status labels
Statuses appear as coloured badges in the list and in the ticket sidebar. Typical meanings:
| Label in the app | What it usually means |
|---|---|
| Open | Older tickets may still show this badge. New work and Reopen use Pending (Vivin owes the next reply). The drawer Status menu no longer lists Open. |
| Pending | Vivin is expected to reply or act next. In ticket rows and badges the same state may read Pending response; the drawer Status multi-select lists it as Pending. Your in-app reply moves the ticket here and emails the assigned teammate — see Your reply emails the assigned teammate. |
| Awaiting your reply | Vivin is waiting on information or confirmation from your side. |
| Ongoing analysis | The team is investigating or coordinating internally before the next visible update. |
| Backlog | Vivin acknowledged the request but deferred it — the ticket may be picked up in a future cycle rather than in the active queue today. |
| Closed | The ticket is resolved or intentionally ended. |
Use the row or ticket detail sidebar to read the thread, send messages, attach files, and Close a ticket when the issue is resolved. To filter by more than one of these labels in the drawer, see Status stays open.
Attachments and inline video
Attachment types pair with New Support Ticket modal (composer draft) and Editing open tickets (message edits are text only — files stay as sent). When filing Bookings or Finance module tickets, attach booking or payment context per Glossary — Notification row navigation. Workflow screenshots: Processing a New Booking — Step 6, Managing a Check-in — Step 6, Managing a Check-out — Step 6.
New Ticket and reply composers accept the same attachment types:
| Type | Examples | Notes |
|---|---|---|
| Images | PNG, JPEG, GIF, WebP | Thumbnail previews before send; images in the thread open in a new tab when clicked. Paste images from the clipboard into the Description or reply box to attach them. |
| Videos | MP4, MOV, WebM, and other browser-readable formats | Up to 100 MB per file (screen recordings and short clips). The New Ticket modal shows a video thumbnail before submit; sent videos render as an inline player with controls in the thread (no download required to preview). |
| Documents | PDF, Word (.doc, .docx) | Filename chips in the composer; in the thread they appear as downloadable links. |
Add files with Click to add screenshots, videos, logs, or documents on the modal, the paperclip beside the reply box, or by dragging files onto the reply textarea. Remove staged files with the × on each chip or thumbnail before you send.
Editing open tickets (title, module, and your messages)
Sidebar edits pair with Attachments and inline video (message edit is text-only) and Closed-ticket satisfaction rating (controls hide after Close). While status is Awaiting your reply, reply in-thread before idle auto-close per Auto-close when Vivin is waiting on you. Upstream: New Support Ticket modal (initial subject and module).
While a ticket is not Closed, anyone on your workspace with Support access can correct metadata and recent replies from the ticket sidebar (drawer or full inbox):
| What you can change | How | Notes |
|---|---|---|
| Subject (title) | Click the pencil beside the title in the sidebar header, edit inline (up to 75 characters), then Save or press Enter. Escape or Cancel discards unsaved text. | Applies to the whole workspace — any Support user on the account may fix a typo in the subject. |
| Module (area) | Use the module chip under the status badges — same two-column grid as New Support Ticket (General, Bookings, Finance, and the other areas). | Saves immediately when you pick a tile. Priority is not editable here; Vivin sets and updates priority on the Vivin side. |
| Your own message text | On your outbound bubbles (teal, right-aligned), hover the message and click Edit. Change the text, then Save or Cancel. | Text only — attachments on that message stay as sent. After Save, a small edited label appears beside the timestamp. |
Message edit limits (product rules):
- Only your landlord-authored messages — not Vivin replies, system lines, or another teammate’s messages.
- Only while the ticket is open (not Closed).
- Only until Vivin support replies after that message in the thread. Once the team posts a later reply, earlier landlord messages lock — use a new reply instead of editing history.
Closed tickets show the module as a read-only chip and hide title-edit and message-edit controls. To continue the conversation, use Reopen — it lands on Pending — or open a New Ticket.
When a ticket is Closed, the sidebar header shows Opened metadata (date and the workspace member who created the ticket when available) and a second line Closed with the close timestamp. When Vivin recorded who closed the ticket, their display name appears after the closed date (for example Closed 5 Jun 2026, 04:23 · System after an auto-close, or a teammate’s name when they clicked Close).
Closed-ticket satisfaction rating
Ratings pair with Auto-close when Vivin is waiting on you (premature closes) and New Support Ticket modal (follow-up when the issue persists). Upstream: Editing open tickets (title/module fixes before Close).
A rating footer appears on closed tickets: How was your experience? with five clickable stars. Picking a star saves immediately (no separate Submit); short acknowledgement copy appears under the stars (for example Excellent! at five stars). Ratings are optional — you can close the sidebar without scoring. Vivin uses ratings for support quality; they do not reopen the ticket.
Reopen lands on Pending
Reopen pairs with Ticket status labels (Pending after you continue a closed thread) and Help & Support drawer (Active chip plus Status → Pending). Distinct from Closed-ticket satisfaction rating (stars do not reopen). Filing a separate thread: New Support Ticket modal.
When a ticket is Closed, the sidebar shows Reopen. Click it to continue the same thread — you do not need a New Ticket for the same issue.
After Reopen:
| What you see | What it means |
|---|---|
| Badge becomes Pending (rows may read Pending response) | Vivin owes the next reply — same as after you send a message. |
| Ticket leaves the Closed chip | It appears on the drawer Active list. |
| Drawer Status → Pending | Tick Pending to find reopened threads. Open is not on that menu. |
| Full inbox All | Use All (or search). The Open chip still means tickets whose badge is literally Open, so a reopened thread does not appear there. |
The amber Help & Support count on the floating button includes Pending response tickets, so a reopened thread can raise that badge until Vivin replies.
See FAQ — What status does a reopened support ticket use? and Glossary — Reopen support ticket.
Inbox refresh
When the support inbox or Help & Support drawer needs a refresh, use Retry on the full-page inbox (same data layer as the drawer). See Glossary — Directory list refresh.
Auto-close when Vivin is waiting on you
Auto-close pairs with Closed-ticket satisfaction rating (quality signal after close) and New Support Ticket modal (follow-up when auto-close was premature). While Awaiting your reply, use Editing open tickets or a new reply before the idle window.
When status is Awaiting your reply, Vivin tracks how long the ticket has been in that state. If no one in your workspace replies for an extended idle period, the ticket may be closed automatically so the inbox stays manageable. In production, that idle window is 30 calendar days; non-production environments use a shorter window for testing. You still receive status notifications when a ticket is closed (including auto-close). Reply or open a New Ticket if the issue is not actually resolved.
New Support Ticket modal
Filing pairs with Attachments and inline video, Module picker layout (area grid), and Interface Language (translated labels). Choose Settings or Listings when setup is blocked per Onboarding a New Property — Step 7. Downstream: Support inbox (full page) lists the new row.
From New Ticket on the Support page, a centered dialog titled New Support Ticket opens (English labels below; other interface languages translate the same fields). The backdrop dims the rest of the app; Cancel or the X in the header closes the dialog unless a submit is already in progress.
| Field | Required | Notes |
|---|---|---|
| Subject | Yes | Short summary of the issue (up to 75 characters; a counter appears under the field). In English the empty field shows the placeholder Short description of your issue. |
| Priority | No | Optional Select priority list: P3 (general inquiry) through P0 (production outage). Use the ? next to the Priority label to open a second dialog, Priority Levels, with definitions and examples. If you leave priority unset, Vivin still receives the ticket. |
| Module | Yes | Open the Module control (placeholder Select module until chosen). The menu shows a two-column grid of icon-labelled areas: General, Dashboard, Listings, Bookings, Tenants, Sales, Finance, Operations, Utilities, Settings, AI Assistant, Booking Engine, Invoicing, and Other. Submit Ticket stays disabled until one module is selected. |
| Description | Yes | Detailed context (up to 1000 characters; counter under the field). In English the placeholder reads Describe your issue in detail.... Pasting images from the clipboard can attach them as files in addition to anything you add under Attachments (video paste is not supported — use Attachments or the reply paperclip for videos). |
| Attachments | No | Click to add screenshots, videos, logs, or documents — images, videos (up to 100 MB each), PDF, and Word (.doc, .docx). Multiple files are allowed; image and video thumbnails preview before submit. See Attachments and inline video. |
Footer actions: Cancel closes the modal (when not submitting). The primary action is labelled Submit Ticket in English (other interface languages may shorten the label, for example to Submit); while the request runs it shows Submitting..., then the modal closes on success and the new ticket appears in your inbox.
Module picker layout
Module tiles pair with New Support Ticket modal (required field before Submit Ticket) and Editing open tickets (same grid when you change area on an open ticket). Map wizard blockers: Listings for Onboarding a New Property — Step 7, Finance for Handling a Late Payment — Step 6, Settings for Resetting a Management User Password — Troubleshooting.
When Module shows Select module, open the control to see a dimmed backdrop (click outside the panel to dismiss without choosing) and a two-column grid of tiles. Each tile pairs a small icon with a label — the same areas listed in the table above (General through Other). Choosing a tile sets your module, closes the grid, and enables Submit Ticket together with non-empty Subject and Description. Leave Priority unset if you are unsure; Vivin still triages the ticket.
The capture below shows the modal with the module menu open so you can match labels to your issue area; the inbox behind the dialog is blurred.
Mobile behaviour
Mobile entry points pair with Help & Support drawer (same panel from the header icon). Phone-only Operations shell rules: Getting Started — Mobile phones.
On narrow viewports (phones and small tablets), the layout changes in two ways that matter for support:
- No floating FAB — The round Help & Support button fixed at the bottom-right is desktop only (
mdbreakpoint and wider). It is hidden on narrow screens so it does not cover operational content. - Header chat icon — When you have the Support permission, the top bar on every module shows a chat bubble control on the right (same drawer as the desktop FAB). When one or more tickets are Pending response (Vivin owes a reply), an amber dot appears on the icon (no number on mobile — use the drawer Active chip or full inbox for counts). The dot uses the same awaiting_reply count as the desktop FAB badge.
Tapping the header icon opens the same Help & Support drawer as on desktop (Active / Closed chips, detailed Status multi-select, Sort by Last activity, search, New Ticket, and the ticket list). The panel is full width on a phone. The floating bottom-right button stays hidden on narrow viewports so it does not cover operational content.
You can still open the full inbox at /settings/support from a bookmark or sidebar navigation when your role includes Support. Legacy /support URLs redirect there.
On narrow screens, users who have the Operations module may be guided to stay in Operations for day-to-day field work. If that applies to your account, you can still open Support when you have the Support permission: Operations and Support routes remain reachable so you can file or follow tickets without losing access to operations views.
Using in-app support section cross-reference
Use the steps above for the main path. For related guides, open Related below, or return to Common Workflows.
Related
Related below links this workflow to modules, concepts, settings, and escalation paths.
Documentation map & escalation
- Common Workflows — Hub pairing matrix across all operator guides
- Get Help & Support — Email escalation, urgency, and the public status page
- FAQ — Help & Vivin support — Email vs in-app tickets, permissions, drawer vs full inbox, Status stays open, Reopen lands on Pending, and Last activity / live thread refresh
- FAQ — Does picking a second Status close the Help & Support drawer menu? — Status stay-open on the drawer
- FAQ — What status does a reopened support ticket use? — Reopen lands on Pending
- Glossary — Term definitions referenced in support threads
- Resetting a Management User Password — Self-service recovery when you cannot sign in to open Support; refresh Landlord MCP Bearer JWT after Step 3 — Troubleshooting when external sessions still fail
Upstream & downstream workflows
- Onboarding a New Property — Open a ticket when setup steps are blocked by permissions or account state; Step 6 when Utilities → Connections rows stay Missing; Step 7 when wizard submit or Multicalendar verification fails
- Portfolio KPI review — Step 6 — Analytics module permission or tenant-segment filter defects before segment KPI review
- Portfolio KPI review — Step 7 — Total Debt / Analytics refresh or MCP auth during month-end reconciliation; lockout catch-up via Resetting a Management User Password — Step 3 — pair Notification triage — Step 5 and Entering Monthly Utility Bills — Step 4b when bill entry or alerts lagged during lockout
- Processing a New Booking — Step 6 — Portal Copy / Impersonate Tenant or tenant-category portal modules blocked after confirmation
- Processing a New Booking — Step 6b — Month-end Pending confirmation receipts when Approve payments is missing or rows persist after approval
- Notification triage — In-app product alerts (distinct from Vivin support tickets); payment overdue → Handling a Late Payment — Step 1 before filing a support ticket; Step 6 when row-click navigation or read-state APIs fail
- Entering Monthly Utility Bills — Step 6 — AI extraction or overage posting defects after self-serve Steps 1–5; try Step 4b and Portfolio KPI review — Step 7 for month-end Pending overage receipts first; lockout catch-up via Resetting a Management User Password — Step 3 — pair Notification triage — Step 5 when utility alerts piled up during lockout
- Cancelling a Booking — Step 6 — Operations closure or availability restore blocked after cancel; lockout catch-up via Resetting a Management User Password — Step 3
- Cancelling a Booking — Step 6b — Lingering Pending settlement receipts or stale cancellation alerts at month-end; lockout catch-up via Resetting a Management User Password — Step 3
- Manual block hygiene — Step 6 — Audit row-click, Calendar edits, or Multicalendar still blocked after hygiene pass
- Handling a Late Payment — Step 1 — Self-serve collections when a payment overdue alert row-click brought you here
- Handling a Late Payment — Step 6 — Vivin product tickets when permissions, Finance filter parity, or MCP auth block segment-wide collections after self-serve Steps 1–5; lockout catch-up via Resetting a Management User Password — Step 3
- Handling a Late Payment — Step 6b — Approve payments missing or Pending collections receipts persist after month-end KPI review; lockout catch-up via Resetting a Management User Password — Step 3
- Managing a Check-out — Step 6 — Ready To Refund or Resolve dispute blocked when arrears or contested retentions remain (Glossary — Deposit lifecycle status)
- Portfolio KPI review — Self-serve reconciliation before opening payment-data support tickets (Step 6 tenant-segment checks; Step 7 month-end Total Debt / Analytics load / MCP auth escalation)
- Managing a Check-in — Step 6 — Urgent access-code or Nuki tickets before arrival day; Step 6b when month-end Pending rows lag arrival-week receipts
- Managing a Check-out — Step 6 — Ready To Refund or Resolve dispute blocked when arrears or contested retentions remain; Step 6b when month-end Pending departure receipts lag settlement
- Managing a Check-out & Deposit Refund — Escalate contested deposit retentions when Resolve dispute is blocked; Step 7 when Ended status or dispute toggles fail after settlement
- Onboarding a New Property — Step 7 — Wizard Submit, Utilities → Connections, or channel verification blocked on new inventory
- Notification triage — Step 6 — Vivin support when product alert row-click or read-state APIs fail (distinct from filing a support ticket here for the same defect); lockout catch-up via Resetting a Management User Password — Step 3 — pair Portfolio KPI review — Step 7 and Entering Monthly Utility Bills — Step 4b when month-end Pending mesh lagged during lockout
- Manual block hygiene — Step 6 — Multicalendar or Calendar edits still blocked after hygiene pass
Navigation & bookmarks
Bookmark routes pair with Management Frontend Deep Links and Create New menu.
- Deep Links — Bookmarkable
/settings/supportroutes and?support=<ticketId>drawer links - Account Settings — Where Support sits relative to other settings (including support-only browse layout)
- Users & Roles — Grant Support (
support.module) and admin Resend password for locked-out teammates
Concepts & settings that shape this workflow
- Chatbot settings — WhatsApp tenant channel when tickets involve bot handoff or pairing
- Subscription — Billing and card-on-file context for account-access tickets
- Settings > Integrations — Channel sync context when tickets involve platform credentials or iCal linkage
- Settings > Emails — Communication Rules and lifecycle template bugs distinct from Vivin product support tickets
- Settings > Tenant categories — Segment portal and filter context when support tickets involve one tenant category
- Settings > Preferences — In-app notifications — Product bell alerts (distinct from Vivin support tickets filed in this workflow)
- Integrations & Distribution — Channel sync and marketplace linking context before opening Vivin support tickets
- Tenant Portal — Tenant-facing access, payments, and contract signing context when support tickets involve portal behaviour
- FAQ — Tenant contract signing blocked — No PDF yet, mandatory Your Details gates, category locks, or Lease purpose; portal signing vs paper upload on Contract Info
- Payment Allocation — Two-layer receipts, invoiced-floor rent edits, and credit note reject/revert warnings
- Booking Lifecycle — Computed Upcoming → Ongoing → Ended / Canceled status model, list filters, and Timeline
- Tenant MCP — Booking-scoped
create-maintenance-ticketandnotify-landlordfor internal operations escalations; file Vivin support here when automation needs credential, scope, or product fixes - Landlord MCP — Account-scoped portfolio tools; file Vivin support when JWT sessions fail or external clients need new tool coverage — contrast with operator self-serve workflows like Handling a Late Payment — Step 6
Deeper workflow reads
See Upstream & downstream workflows above for the same guides.
Deeper API reads
- Management session authentication — Operator JWT failures that block workflow steps — refresh after Resetting a Management User Password
- Error Handling — Persistent
403permission responses worth citing on Vivin product tickets - Webhooks & Notifications — Partner callback defects distinct from operator in-app alert triage
- AI usage API — Internal LLM token ledger (
GET /ai-usage/summary;landlord_chat) when triaging AI Chat or MCP support tickets — cite month-range filters on Vivin product tickets
Operator habit hubs
Day-to-day operator habits (lockout catch-up, pending receipts, payment triage, handoffs, and related playbooks) live on the Common Workflows habit hub.
Deep-link anchors for habit hubs
Check-out vs cancellation
Lockout catch-up after password recovery
Pending manual receipt approval
Utility overage collections
Check-out final utilities handoff
Check-in to check-out handoff
Check-out collections before refund
Check-out ledger cleanup before refund
Cancellation collections before void
Notification row-click navigation
Rent reduction after invoicing
Month-end invoicing (fixed date)
Bulk Hostkit invoicing
Same-day turnover coordination
Occupancy KPI to block hygiene handoff
Deposit missing on Finance Deposits
WhatsApp per-booking messaging
Bot reasoning (audit)
ChatBot settings
Payment notification (operator)
Payment alert to receivables triage
Finance debt receivables triage
Handling a Late Payment collections
Finance Income status drill-down
Cash flow forecast drill-down
Reject/revert mistaken receipts
Deposit lifecycle status
Partly collected security deposit
Wrong tenant on a booking
Cancel Booking vs Delete Booking
Portfolio retirement decisions
Provider platform Delete Booking guard
Archived booking ledger visibility
Archive property (building-level)
Confirmation to check-in handoff
Confirmation alert triage
Portfolio segmentation by tenant category
Dashboard Total Debt subtitle
Support tickets citing high Total Debt should cite self-serve Finance debt receivables triage and Pending manual receipt approval before New Support Ticket modal.
- FAQ — Dashboard Total Debt subtitle — Headline vs >15 days subtitle (
dashboard-kpi-total-debt-tooltip.png) - Finance debt receivables triage — Self-serve triage before filing (
finance-overview-income-chart-debt-aging.png) - Pending manual receipt approval — Pending lag on tickets
- Lockout catch-up after password recovery — Stale headline after sign-in restore
- Portfolio KPI review — Step 7 — Month-end reconciliation context
Uncovered Debt KPI
Support tickets citing high receivables should cite Uncovered Debt on Finance → Overview — when it matches Total Debt, deposit cushions are thin.
- FAQ — Uncovered Debt KPI — Deposit coverage vs Total Debt (
finance-overview-kpi-cards.png) - Glossary — Uncovered Debt — Self-serve strip compare before filing
- Finance debt receivables triage — Debt Aging triage (
finance-overview-income-chart-debt-aging.png) - Pending manual receipt approval — Pending lag on KPI reads
- Dashboard Total Debt subtitle — Ongoing-only
/vs Finance strip
Directory list refresh
When a directory such as Bookings, Notifications, or Listings needs a refresh during this workflow, use Retry on the alert, or reload the page. Zero rows after a successful load means your filters matched nothing — widen filters or clear search.
See FAQ — Directory list refresh and Common Workflows — Directory list refresh.
Booking sidebar tab refresh
Inside an open booking, Communication and Tickets load independently — use header Refresh (Communication) or banner Retry (Tickets). Other sidebar tabs stay usable. Whole-module list refresh is Directory list refresh.
See FAQ — Communication or Tickets won't open and Common Workflows — Booking sidebar tab refresh.
Key glossary terms
- Glossary — Support ticket reply — In-app Help & Support reply emails the assigned teammate; you do not also email the support mailbox
- Glossary — End-of-Booking cost split — Charge Time → End of Booking splits daily overage across every occupied unit; still-staying roommates stay in the denominator
- Glossary — Change history — Operator-initiated edits on Listings setup and Bookings Changelog; create-time defaults excluded
- Glossary — Archived booking ledger visibility — Delete Booking hides manual/provider_platform rows on Finance → Transactions; vIBAN and credit card stay visible
- Glossary — Finance tenant category cache refresh — Recategorizing a tenant updates
booking.tenantCategoryIdimmediately; ledger tabs reflect it on reload, while Overview can lag up to ~10 minutes - Glossary — SIMAR water contract ID — SIMAR (Loures e Odivelas) water bills use Cód. Local in Connections — not Nº de Contador; leading zeros stripped
- Glossary — Per-booking maintenance ticket opt-out — Add booking checkboxes skip automatic CI/CO tickets for one reservation only; property rule unchanged
- Glossary — Full term list
Module documentation hubs
- Bookings module — Attach booking IDs and sidebar context for reservation escalations
- Finance module — Attach payment or deposit dispute context when escalating ledger questions
- Listings module — Property and channel context when tickets involve inventory or iCal sync
- Operations module — Maintenance tickets, cash flows, check-in/out coordination
- Inbox module — WhatsApp thread screenshots when tenant messaging is part of the ticket
- Notifications module — Full
/notificationshistory with search, filters, and row-click navigation; Payment overdue alerts when scheduled charges are overdue - AI Chat module — Self-serve portfolio Q&A before opening Vivin support tickets for data questions
- Audit module — Portfolio-wide Manual Blocks and Discounts contract-value review
- Utilities module — Bills Included ceiling model, Connections, AI bill upload, and tenant overage charges on payment plans
- Dashboard module — Post-login Today, Total debt, Vacant Units, and forecast KPI snapshot with bell notification triage
- Analytics module — Month-range portfolio KPI charts (Overview, Revenue, Occupancy, ADR, RevPAR, Maintenance) with rankings and heatmaps
- Tenants module — Tenant directory, profile sidebars, With Debt segmentation, and table expand for linked bookings
- Sales module — Portfolio availability, monthly rent editing, and channel manager connections
- Booking engine details — Rich marketplace payload editor via the Full integration pill
- Properties workspace — Legacy
/propertiesURL redirects into Listings - Account Settings — Workspace-wide financial policies, templates, integrations, and operational defaults
- API Reference hub — Partner HTTP contracts, Swagger onboarding, and management session for JWT errors when filing integration tickets