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Persona: Guest (Needing Assistance) — Guest with an issue related to a booking or platform experience. FAQ search is shown first to reduce ticket volume; ticket form is accessible below. SRS §6.1 Guest Journey; §7.13 FR-53
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FAQ Search Section — Full-text searchable knowledge base. Category tabs: For Guests / Payments & Refunds / Drop-off & Pickup / Account & Security. Auto-suggest as user types. Links to full SCR-32 Help Centre. SRS §7.8 FR-36
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Still Need Help? CTA — Below FAQ: 'Couldn't find your answer? Raise a Ticket.' Clearly separates self-service from assisted support. Reduces unnecessary ticket volume. SRS §7.8 FR-36; §7.13 FR-53
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Issue Type Dropdown — Pre-populated from FR-51 dispute types: Damaged Item / Missing Item / Host Unavailable / Wrong Charges / General / Other. Selecting a type pre-routes the ticket to the correct admin queue in SCR-29. SRS §7.13 FR-51
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Booking Reference Lookup — Search by Booking ID. Auto-fills booking details (listing / dates / host). Optional for general queries; mandatory for all FR-51 dispute types. Pre-populated if arriving via SCR-12 Report Issue link. SRS §7.13 FR-53; §9.1 FR-88
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Description + File Attachments — Free text (min 20 chars) + up to 3 file attachments (JPG/PNG/PDF max 5 MB). Photo evidence is especially important for damage/missing-item disputes used in SCR-29 resolution. SRS §7.13 FR-52; FR-53
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Ticket Confirmation + ID — Post-submit: Ticket #[ID] created. Responds within 24 hours. Confirmation email triggered (FR-37). FR-88 entity status = Open. Ticket ID shown for future reference. SRS §7.13 FR-53; §7.9 FR-37; §9.1 FR-88
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Ticket Status Tracker — 'My Tickets' section: all tickets with status badges (Open / In Progress / Resolved) and last-updated timestamps. Clicking a ticket opens the threaded conversation with admin responses. SRS §7.13 FR-53