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<aside> đź’ˇ Purpose The ticket management system is a place for hotel staff to collaborate on identified guest problems, come up with a great solution, and track that each case is fully resolved.
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<aside> đź“Ť Navigation
In the menu simply go to Ticket Management
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Tickets Created: Whenever a high priority rating is given (see “Selecting Ratings To Be Notified For” on page 6 for more details), an unresolved ticket is automatically created.
Staff Collaboration: Any staff member can log-on, select an unresolved ticket, and immediately see all of the guest’s details, as well as what other staff have been saying about the problem. They can even add their own comments to the ticket for others to see.
Resolution: When an issue is resolved, a staff member must “close” the ticket by clicking “Submit and Close Ticket”
Create A Ticket You can create a custom ticket for anything.
Unresolved Tickets
A list of high priority ratings from your guests that have notbeen resolved.
The color of the ticket indicates age. They begin yellow, turning orange, and then red as time goes on unresolved.
Notification Icon
An alert icon will appear when a ticket requires attention, signaling the need for action, whether it be a new SMS or the ticket has pending action.
Resolved Tickets A list of all resolved tickets, sortable by age and rating.
Ticket Overview Information on the guest and their selected rating. We can include any fields from your PMS that you would like to be displayed here.
Resolution History Staff are able to email guests, SMS guests, and leave notes for only other staff to see. This middle section is where you can see exactly what has been done, who did it, and when it took place. → Full transparency into every incident and recovery.
Update Ticket This bottom section is where staff actually send emails, send text messages, and leave notes. Simply enter your name and comment/message, then submit/save.
Closing Tickets
The large green button across the bottom will “close” this ticket. → It will no longer be “unresolved”, and will move from the unresolved section to the resolved list. → Updates can still be made when a ticket is resolved. → The ticket volume and resolution speed statistics will update
Automating ticket exports can save time and ensure that key stakeholders receive timely reports. Follow these steps to set up an automated ticket export: