Creating Guides
Guides hold the information members ask about most, like parking, Wi-Fi or what to do when the coffee machine breaks.
Go to Manage » Guides
Click Create guide
Guide Details
Title: Make it clear what the guide covers and keep it to one topic. Guides are sorted alphabetically or numerically. To set your own order, add a number or letter at the start of the title, for example 1. How to Access Our Parking Lot or A. How to Access Our Parking Lot.
Body: Add the information you want to share. Click Upload document/image to add files and pictures.
To format text, select it and use the buttons that appear above it, such as bold, italic, underline and heading styles.
Guide Settings
Three checkboxes control who can read and edit your guide:
Members can’t edit guide: By default, members can submit edits to your guides. Check this box to lock the guide.
Public: Checked by default. Anyone with the link can read the guide. Uncheck it so only members can access the guide.
Pinned: Pins the guide to the top of the member portal.
Save the guide when you’re done. It then appears in your guides list.
Your Guides List
Your guides list is at Manage » Guides. Pinned guides show a Pinned label.
Public guides show a Public Link with a copy icon next to it. Guides that aren’t public don’t show a link.
💡 Share public links anywhere you want to reach visitors and non-members, such as your website or your emails to visitors.
Editing and Deleting Guides
Use the pencil icon to edit a guide and the trash icon to delete it.
How the Help Desk Looks in the Member Portal
The Help Desk is visible to your members in their member portal by default, so they can find important information about your space quickly.
Members see your guides there. They can also add guides and edit existing ones, unless you check Members can’t edit guide for a guide.
💡 Point members to your Help Desk in two places. Add a note to the Welcome Message of your membership plans, so they see it every time they log in. Add a mention to your confirmation email.
How Members Report Issues
Members open the Help Desk and click Report an Issue. The form asks for a subject. Members can add details, links, images and documents.
Members also see recent issues from other members who didn’t make theirs private. This way, they can use your community to solve a problem before they contact you.
Making Issues Private by Default
Go to Customize » Features » Hiding Features and click Activate next to Private help desk issues.
⚠️ Note: This setting only applies to future issues. Issues that members already reported keep their current visibility.
Hiding the Help Desk or Your Guides
In the same list, you have three more settings:
Hide help desk from members: Hides Help Desk issues from your members.
Hide guides from members: Hides your guides from your members.
Private help desk issues: Makes future help desk issues private so other members cannot see them
Managing Issues From the Admin Portal
When a member submits an issue, three things happen at the same time:
You and your admins get an email.
A notice appears on your dashboard. It shows issues from the last 4 weeks.
A number appears next to Help Desk in the navigation. It shows how many issues are open.
Click Help Desk in the navigation to manage issues. Open issues are under Open Issues and closed issues are under Closed Issues. Each row shows the subject, who reported it, when, and who it’s assigned to. A lock marks private issues.
Answering and Assigning Issues
Click an issue to open it. Write your comment, then choose how to send it:
Comment: Replies and keeps the issue open.
Comment and Close: Replies and closes the issue.
Everyone who has commented on the issue gets an email when you comment.
To assign an issue, click Assign in the top right and choose an admin from the list. Everyone on your team can then see who is responsible. In the issues list, the admin’s photo replaces Unassigned.
Next Steps
Learn what members see when they log in.
Choose which admins get Help Desk emails.