The Support and roadmap page is the official channel for getting support issues addressed in a timely manner and the shared, community-facing space for what's coming next at Off The Couch. Submit a Support ticket when you need help with your account — that's the fastest path to a response from the Off The Couch team. Submit Bug, Enhancement, or New feature tickets when you want the wider community to see, vote on, and weigh in on what gets built. Browse the Changelog to see what's recently shipped.
Getting started
Navigate to Support and roadmap from the sidebar.
How it works
Every ticket carries a Ticket type (Support, Bug, Enhancement, New feature), a Feature area (the part of the platform it relates to), a Priority, a Status, plus vote and watcher counts. The ticket type does most of the work: it decides who can see the ticket and how it gets handled.
Pick the right ticket type
| Type | Use it when | Visibility |
|---|---|---|
| Support | You need help with something specific to your account — billing question, configuration that isn't behaving, a customer-impacting issue you need triaged. This is the official way to reach the Off The Couch team for help. | Private between you and Off The Couch. Other venues can't see it |
| Bug | You found something broken that affects everyone, not just you | Public — every OTC customer can vote, comment, and follow |
| Enhancement | You want an existing feature improved | Public |
| New feature | You want something built that doesn't exist yet | Public |
If you need a response from the Off The Couch team, file a Support ticket. Don't use Bug / Enhancement / New feature for help requests — those are for the community-facing roadmap. Support tickets get triaged and answered by the OTC team; the others enter the public roadmap queue.
Voting and watching
You get 5 votes total to distribute across public tickets you care about. Voting helps the development team prioritize what matters most to the community. Watching a ticket subscribes you to status-change notifications without using a vote. Support tickets don't have community votes (they're private), but you can still watch your own.
The page splits into five tabs.
| Tab | What it shows |
|---|---|
| Open tickets | Every active ticket that isn't yet planned, in progress, or completed |
| My tickets | Tickets you submitted, in any status |
| Planned | Tickets scheduled for development |
| Work in progress | Tickets currently being built |
| Changelog | Completed tickets grouped by week |
Step-by-step guide
Browse tickets
Open the page on the Open tickets tab (default). Switch tabs to filter by status or to see only your own tickets. Filter values persist across tabs, so a feature filter set on Open tickets still applies on Planned.
The toolbar above the table has eleven filter popovers plus a refresh icon to reset all filters at once.
| Filter | Filters by |
|---|---|
| Key | Ticket key (e.g., "ABC-1") |
| Summary | Ticket title text |
| Ticket type | Bug, Feature Request, etc. |
| Feature | Feature area badge |
| Reported by | The reporter's name or company |
| Created | "Within the last [N] days" or "From [date] to [date]" |
| Priority | Highest, High, Medium, Low, Lowest |
| Status | Current state |
| Votes | Vote count. Includes a Show only my company's votes checkbox |
| Watchers | Watcher count |
| Reset all filters | Refresh icon to clear every filter |
The toolbar also surfaces a 5/5 votes available badge so you know how many votes you have left.
Submit a Support ticket (get help)
Support is the official channel to reach the Off The Couch team. If you're stuck, something is acting up on your account, or you need a question answered, file a Support ticket here — it's faster and more trackable than chasing the team through other channels.
| Step | Action |
|---|---|
| 1 | Click Create ticket at the top right (requires Roadmap create permission) |
| 2 | In the Create a ticket modal, pick Support for the Ticket type |
| 3 | Pick the Feature area the issue relates to |
| 4 | Write a clear Ticket summary (short title) |
| 5 | Add as much detail as you can in Details — what you tried, what you saw, screenshots if relevant. The more context, the faster the resolution |
| 6 | Click Create |
Support tickets are private between you and the Off The Couch team. They don't appear in other venues' roadmap views. You'll get notifications as the ticket progresses (you auto-watch tickets you create). Track every Support ticket you've filed under the My tickets tab.
Tip: For urgent account issues, file the Support ticket as your first move — even before reaching out through other channels. The ticket creates a tracked, audit-friendly record that the team works from.
Submit a Bug, Enhancement, or New feature ticket (roadmap)
For things you want the wider community to see, vote on, and comment on, pick one of the public types.
| Step | Action |
|---|---|
| 1 | Click Create ticket at the top right |
| 2 | Pick Bug, Enhancement, or New feature as the Ticket type |
| 3 | Pick the Feature area |
| 4 | Write a clear Ticket summary |
| 5 | Add Details describing the issue or request |
| 6 | Click Create |
The ticket lands in Open tickets for the whole community. Other venues can vote on it, comment, and follow updates.
Create-ticket modal reference
| Field | Required | Notes |
|---|---|---|
| Ticket type | Yes | Support, Bug, Enhancement, or New feature |
| Feature | Yes | Dropdown of feature areas |
| Ticket summary | Yes | Short title. Placeholder: "Summary" |
| Details | No | Rich text editor with placeholder "Add ticket description..." |
Validation errors render inline:
| Error | When |
|---|---|
| Summary cannot be empty | Summary is blank |
| Feature cannot be empty | No feature picked |
| Ticket type cannot be empty | No type picked |
Click Create to submit, or Cancel to discard. New tickets land in the Open tickets tab and your ticket auto-appears in My tickets.
Vote on a ticket
Click the three-dot menu on a ticket row and pick Vote for this ticket (or open the ticket detail and use the Vote count dropdown).
| Action | When |
|---|---|
| Vote for this ticket | Available when status is not Resolved/Closed/Blocked, you have roadmap_vote permission, and you have available votes (under 5) |
| Remove vote | Available when you've already voted on the ticket |
You have 5 votes total. Votes are reusable — remove one ticket's vote and use it on another at any time. Tickets in resolved, closed, or blocked statuses can't be voted on.
Watch a ticket
Click the three-dot menu and pick Watch ticket. You'll get a notification when the ticket's status changes or when a new comment is added. To unwatch, pick Stop watching ticket.
A small eye icon next to the ticket summary indicates you're watching it.
View ticket details and comment
Click the ticket key (or summary) to open the ticket detail page. The detail page splits into two panels.
Left panel — ticket info
| Section | What it shows |
|---|---|
| Title | Ticket title with a watching-eye icon if you're watching |
| Ticket type | Type name |
| Feature | Feature badge |
| Priority | Priority icon plus priority name |
| Status | Status badge |
| Vote count | Count + dropdown to vote / remove vote |
| Watcher count | Count + dropdown to watch / stop watching |
| Description | The ticket's full description (rendered HTML) |
| Cancel | Returns to the roadmap list |
Right panel — comments
The Comments panel lists every comment in chronological order with the author avatar, name, company, timestamp, and rendered HTML body. Above the list, a Comments heading; below it, an empty state when no comments exist ("Be the first one to comment.").
You can post a comment at the bottom (when you have Roadmap comment permission). The rich text editor placeholder reads "Add a comment...". Click Create comment to submit.
You can edit or delete your own comments. Each comment row shows Edit and Delete links when you're the author. Editing replaces the Create comment button with Update comment and Cancel until you save.
Reopen a closed ticket
For closed tickets in the My tickets tab, the per-row three-dot menu offers Reopen ticket (when you submitted it and it's currently closed). Picking it returns the ticket to an open status.
Browse the Changelog
Switch to the Changelog tab to see what's recently shipped. Tickets are grouped by week based on their resolved date.
| Element | What it shows |
|---|---|
| Week heading | Date the week represents (e.g., "January 15, 2025") |
| Sub-heading per type | Ticket type in uppercase (e.g., "BUG", "FEATURE REQUEST") |
| List items | Feature badge, ticket title, and a top-right link icon to open the ticket detail |
| View legacy changelog | Link at the top of the tab pointing to the legacy changelog page |
Reference
Page header
| Element | Description |
|---|---|
| Tabs | Open tickets / My tickets / Planned / Work in progress / Changelog |
| Create ticket | Top-right primary button (Roadmap create permission) |
| 5/5 votes available | Badge showing your remaining votes |
Filters
| Filter | Type | Notes |
|---|---|---|
| Key | Text | Ticket identifier |
| Summary | Text | Title search |
| Ticket type | Dropdown | Bug, Feature Request, etc. |
| Feature | Dropdown | Feature area |
| Reported by | Text | Reporter name |
| Created | Radio | "Within the last N days" or "From [date] to [date]" |
| Priority | Dropdown | Highest / High / Medium / Low / Lowest |
| Status | Dropdown | Open / Planned / In Progress / Resolved / Closed / Blocked |
| Votes | Number range + checkbox | Includes Show only my company's votes checkbox |
| Watchers | Number range | |
| Reset all filters | Icon | Clears every filter at once |
List columns
| Column | What it shows |
|---|---|
| Key | Ticket key, clickable link to detail |
| Summary | Title; eye icon if watching |
| Ticket type | Type name |
| Feature | Feature name as colored badge |
| Reported by | Company name (bold) plus reporter first/last name in italics, or - |
| Created | Local date and time |
| Priority | Priority icon plus name |
| Status | Status name as colored badge |
| Votes | Vote count |
| Watchers | Watcher count |
| Actions | Three-dot dropdown |
Per-row actions
| Action | When |
|---|---|
| Ticket details | Always. Opens the detail page in a new tab |
| Reopen ticket | My tickets tab + closed status |
| Watch ticket | Not currently watching + Roadmap watch permission |
| Stop watching ticket | Currently watching + Roadmap watch permission |
| Vote for this ticket | Status not Resolved/Closed/Blocked + Roadmap vote permission + votes available |
| Remove vote | Already voted + Roadmap vote permission |
Create a ticket modal
| Field | Type | Required |
|---|---|---|
| Ticket type | Dropdown | Yes |
| Feature | Dropdown | Yes |
| Ticket summary | Text input | Yes |
| Details | Rich text editor | No |
Ticket detail page
| Panel | Content |
|---|---|
| Left | Title, Ticket type, Feature, Priority, Status, Vote count + dropdown, Watcher count + dropdown, Description, Cancel button |
| Right | Comments list, empty state, comment editor with Create comment / Update comment + Cancel when editing |
Vote dropdown (detail page)
| Action | Notes |
|---|---|
| Vote for this ticket | Adds a vote |
| Remove vote | Removes your vote |
Watch dropdown (detail page)
| Action | Notes |
|---|---|
| Watch ticket | Subscribes you to status-change and comment notifications |
| Stop watching ticket | Unsubscribes |
Comment editor
| Element | Notes |
|---|---|
| Rich text editor | Placeholder: "Add a comment..." |
| New comment heading | Above the editor when not editing |
| Edit comment heading | Above the editor when editing |
| Create comment | Submits a new comment |
| Update comment | Saves an edit |
| Cancel | Discards the edit |
| Per-comment Edit / Delete | Visible only on your own comments |
Empty states
| Page | Copy |
|---|---|
| Tickets list | "No tickets match your search." |
| Comments | "Be the first one to comment." |
Good to know
- Support tickets are the official help channel. When you need a response from the Off The Couch team — billing, configuration, customer-impacting issues, anything — file a Support ticket. It's faster and more trackable than other channels and creates an audit-friendly record both sides work from.
- Don't use Bug / Enhancement / New feature for help requests. Those are public roadmap tickets, not support requests. They enter the community vote queue rather than the OTC team's response queue. If you need a response, use Support.
- Support tickets stay private between you and the Off The Couch team. They never appear in other venues' roadmap views. Bug, Enhancement, and New feature tickets are public so the community can vote, comment, and follow along.
- The more detail in your Support ticket, the faster the resolution. Include screenshots, exact error messages, what you tried, when it started, and which customer or booking is affected (where relevant).
- Five votes per user, redistributable. Votes aren't permanent allocations; remove one to free it up for another ticket as priorities shift.
- You can't vote on closed/resolved/blocked tickets. Voting is for influencing what gets built next; once a ticket reaches one of those statuses, voting is closed.
- Watching is free — it doesn't use a vote. Use it for tickets you want updates on without burning a vote.
- You auto-watch tickets you create. Notifications about status changes and new comments arrive without you doing anything extra.
- The Changelog tab groups by week using the resolved date. Use it to see what's been shipped recently. Older changelog entries live on the legacy changelog page (linked at the top of the tab).
- The Show only my company's votes filter narrows the votes column to count only votes from your team. Useful for seeing how your company voted across tickets.
- Tickets in "My tickets" appear regardless of status. It's the only tab that includes tickets you've already had resolved or closed, alongside open ones.
- Comments support rich text. Use formatting to call out specifics, paste images, link to external resources.
- Reopen ticket only appears on closed tickets in the My tickets tab. It's there for when something was prematurely marked done and needs further work.
- The 5/5 votes available badge at the top of the toolbar is your at-a-glance vote balance. When it reads 0/5, you'll need to remove a vote before adding another.
FAQ
Q: What's the fastest way to get help from the Off The Couch team?
A: File a Support ticket. It's the official channel and the fastest, most trackable path to a response. The OTC team works from these tickets directly; they're private to your company, and you'll get notifications as the ticket progresses.
Q: When should I use Support vs Bug / Enhancement / New feature?
A: Use Support when you need help with your account — billing, configuration, customer-impacting issues, anything you need the OTC team to look at. Use Bug / Enhancement / New feature when you want the wider community to see and vote on the request. Don't use Bug for help requests — those go on the public roadmap, not the support queue.
Q: Can other companies see my Support tickets?
A: No. Support tickets are private between you and the Off The Couch team. Only Bug, Enhancement, and New feature tickets are public.
Q: How many votes do I get?
A: 5 total on public tickets (Bug, Enhancement, New feature). You can add or remove them at any time to redistribute. Support tickets aren't part of community voting since they're private.
Q: Can I edit a ticket after submitting it?
A: You can add comments with additional details. The original ticket summary, type, feature, and details are set at create time and aren't editable from this page.
Q: How do I report a bug vs request a feature?
A: When creating a ticket, pick Bug for something that's broken (community-facing if it affects multiple venues, or Support if it's specific to your account), or New feature for something you'd like added. The Off The Couch team uses the type to triage and route the ticket.
Q: Will I be notified when my ticket is resolved?
A: Yes, if you're watching it. You auto-watch tickets you create, so notifications arrive automatically when the status changes.
Q: Why can't I vote on this ticket?
A: A few possibilities: 1) the ticket is in a status that doesn't allow voting (resolved, closed, blocked); 2) you've already used all 5 votes elsewhere — remove one first; 3) your role is missing the Roadmap vote permission.
Q: Can I vote on the same ticket twice?
A: No. One vote per ticket per user. Removing and re-adding doesn't multiply.
Q: What's the difference between Watch and Vote?
A: Vote influences priority — tickets with more votes get more attention from the dev team. Watch subscribes you to notifications without affecting priority. Most users use both: vote on the few tickets that matter most, watch the ones you just want to follow.
Q: Where can I see what's been recently shipped?
A: Open the Changelog tab. It groups completed tickets by the week they were resolved.
Q: Why doesn't my comment show up?
A: Confirm you have Roadmap comment permission. Without it, the comment editor doesn't render. Ask an admin to update your role in Custom roles.
Q: Can I delete someone else's comment?
A: No. Edit and Delete only appear on comments you authored. Admins or the person who wrote the comment can remove it.
Q: How is the Created filter's date range different from a normal date picker?
A: The Created filter offers two modes: Within the last [N] days (relative window) and From [date] to [date] (absolute range). Pick the mode that matches what you want.
Q: Can other companies see my tickets?
A: Depends on the ticket type. Bug, Enhancement, and New feature tickets are visible to every Off The Couch customer so the community can vote, comment, and follow along. Support tickets stay private between Off The Couch and your company. Use Support for anything specific to your account that you don't want other venues to see.