Report and manage workplace issues in Robin

Report a problem with a desk or room in the Robin User Agent, and get help finding another place to work. Workplace teams use the report to fix the issue. Admins and issue assignees manage reports in the web dashboard and see where issues are on the office map.

To learn how to open the agent, see Get started with the Robin User Agent.

Who can use issue reporting

Issue reporting in the agent is available to organizations that have meeting services, and to organizations that already set up issue reporting in Robin. Other organizations need Workplace services. If you have questions about access, contact your Customer Success Manager.

Issue reporting must also be set up for your building and resources. If your building or resource is not included, contact your Robin admin. Admins check which buildings and resources are included in the web dashboard:

1. Go to Manage > Workplace services.
2. Find Issue reporting.
3. In Available to, check the buildings and resources.

To add a service contact, see Set up issue reporting for spaces & desks.

Report an issue

Report an issue in the agent in the mobile app or the web dashboard. You do not need a reservation. If you have a reservation for the desk or room, the agent uses it to find the resource, so you enter less information.

1. Open the agent. In the mobile app, select Agent in the bottom menu. In the web dashboard, select the Robin Agent tab on the right edge of the page.
2. In What can I help you with?, describe the problem, add a photo, or do both:
   • Photo: select the camera icon and take a picture of a visible problem, such as a spilled drink or a cracked monitor.
   • Description: say what is wrong, such as "The power to my monitor isn't working" or "The chair at my desk is missing."
   • Photo and description: use both when the photo needs more context.
3. Send your message.
4. Answer the agent's questions. It can check your reservations, ask which resource has the problem, or ask if it should mark the desk or room as unusable.
5. Review the resource and the description. Correct anything that is wrong.
6. When the agent asks, confirm that you want to report the issue.

The agent confirms that it created the report and shows its details. Its questions, and the order it asks them in, change with the issue and the information it has.

Photo or description

Photos work best for problems you can see. For a problem that is hard to see in a picture, such as a faulty power cable, add a written description.

Find another desk or room

After you report an issue, the agent can offer to find you another desk or room. You can also ask it directly, for example "Help me find an alternative desk since this one is broken" or "Help me find another room for my meeting."

1. Answer the agent's questions about your location and what you need.
2. Review the suggested desk or room and the reservation time.
3. Confirm the booking. Select the check mark next to it, or select Accept all.

Booking a new desk or room does not cancel your original reservation. If you no longer need it, ask the agent to cancel it. Review the cancellation before you confirm it.

Manage issue reports

Admins and issue assignees manage reports in the web dashboard. Each report has a status (To do, In progress, Blocked, Done or Cancelled) and a priority (Low, Medium, High or Critical).

1. Go to Workplace > Tickets.
2. On the Tickets tab, select Issue reports.
3. Select the building.
4. Use the column filters, such as status, priority, resource, assignee and requester, to narrow the list.
5. Select an issue key, such as ISSUE-29, to open Issue details.
6. Review the description, the resource and any photos.
7. Update the status or priority as the work moves forward. For example, set the status to In progress when someone starts on the issue.

You can also change an issue's status or priority directly in the list.

See which bookings an issue affects

From an issue's details, the agent finds reservations on the resource for the next 48 hours. You do not need to look them up yourself.

1. Open the issue in the web dashboard.
2. Find the Robin Agent area at the bottom of Issue details.
3. Select a suggested prompt, such as Who has this desk booked?
4. Review the results.

The agent does not move or cancel the reservations it finds.

See issues on the office map

Admins and issue assignees use the map to see where issues are.

1. Open Map in the web dashboard.
2. Select the office and the floor.
3. Select Issues. It is next to the other map options, such as desks, spaces, neighborhoods and parking spots.

A flag marks each resource that has an issue, with the number of issues. The Issue reports panel on the right lists them. Priority colors show high and critical issues at a glance. To see only some priorities, use Filter by priority.

Focus on one area or resource

When several issues are close together, narrow the list:

1. Zoom in on the area.
2. Select the space, neighborhood or desk.
3. Review the issues in the Issue reports panel.

Update an issue from the map

Update an issue and keep its location in view.

1. Select an issue in the Issue reports panel. You see Issue details.
2. Review its details.
3. Update its status or priority.

Fix common problems

If something does not work as expected, try these fixes.

Problem	What to try
You cannot report an issue for a building or resource.	Ask an admin to check Manage > Workplace services > Issue reporting > Available to.
The agent does not recognize the problem in a photo.	Add a written description of what is wrong.
The agent picks the wrong desk or room.	Give the correct resource and location before you confirm the report. If you have a reservation, check that you are signed in to the account that made it.
The agent does not offer another desk or room.	Ask the agent to find you another desk or room.
An issue is missing from the issue reports list.	Check the selected building. Clear or change the filters.
An issue is missing from the map.	Check the selected office and floor, and check that Issues is selected. Clear any area or resource you selected.
The agent's questions are different from these steps.	Follow the agent's questions and review the details before you confirm. The questions change with the situation.