- Account InfoView your property's basic account details in Fetch: hotel name, dedicated Fetch phone number, time zone and country. Admin users only.
- Staff ManagementCreate and manage staff accounts in Fetch: add a staff member, set their login and notification details, and edit or remove accounts.
- Adding Staff from Other PropertiesStep-by-step guide to adding a staff member from another property in your group to this property's Fetch account.
- Staff Permission LevelsWhat each Fetch staff permission level can access, from Owner to restricted and internal accounts, and how an admin changes a level.
- Team & Department ManagementCreate departments in Fetch and assign team members to them, so staff can tag the right department on a ticket.
- Notification SettingsChoose which Fetch notifications each staff member receives and how they are sent.
- Reminder NotificationsSet up reminders for tickets that stay unsolved, sent to escalated alert recipients, with a second tier for older cases.
- Set Up Time Notifications for StaffLimit a staff member's Fetch notifications to set days and hours, so alerts only arrive while they are on shift.
- Message Guests From TicketsMessage a guest by SMS or email directly from a ticket in Fetch Ticket Management.
- Message TemplatesCreate reusable message templates in Fetch and insert them into a guest message in one click.
- Single Guest BroadcastsSend one text message to many guests at once from Ticket Management or the Messages tab, and edit or delete a broadcast.
- Automated Daily SMS TouchpointsCreate recurring broadcasts that text guests automatically every day at a set time, filtered by arrival or departure date.
- Block ListBlock a phone number in Fetch so its messages no longer reach your team, and manage the list of blocked numbers.
- Fine Tuning Your SurveysCustomise automated survey messages in Fetch: replies to high, low and missing ratings, quiet hours and future guests.
- Rating SettingsChoose which survey and review ratings are high priority in Fetch, so they create a ticket and notify your staff.
- Message HistoryTrack the SMS messages Fetch sent, from broadcasts and automated touchpoints to surveys, with recipients, status and filters.
- Broadcast HistoryReview past guest broadcasts in Fetch: how many guests each reached, the message type and its details.
- Itinerary Reservation Reminders & AlertsSet up reservation alerts and reminders for itineraries in Fetch, such as confirmation and cancellation messages. A paid add-on.
- Reservation Status AutomationAutomate guest messages by reservation status in Fetch, with a delay and filters: digital keys at check-in, a survey after checkout.
- Staff BroadcastsSend one-time or recurring messages to individual staff or whole departments with Fetch Staff Broadcasts.
- WhatsappHow WhatsApp messaging works in Fetch: template registration and the three levels of setup, from manual to automated messages.
- Creating & Scheduling TicketsCreate a ticket for any guest request in Fetch and schedule tickets for later.
- Ticket ManagementHow Fetch Ticket Management works: the ticket list, ticket details and history, staff collaboration and automated ticket exports.
- Ticket TemplatesCreate ticket templates in Fetch to auto-fill the notes of common tickets in one click.
- NotesLeave private notes and images on a ticket for your team in Fetch. Guests never see them.
- Tickets TaggingTag a department or staff member on a ticket in Fetch, or tag several tickets at once, so the right people are alerted.
- Recurring Tickets with ChecklistsSchedule tickets that recur automatically in Fetch, add checklists, attach files and tag categories.
- Pause a Recurring TicketPause a recurring ticket in Fetch indefinitely or until a date, and understand the next create date and resume date.
- SMS Status TrackingSee whether each SMS sent from a ticket in Fetch is sent, pending or failed.
- Analytics Dashboard WalkthroughA tour of the Fetch Analytics Dashboard: rating distribution, response counts and rating trends over time.
- Export Your AnalyticsExport Fetch analytics as PDF or CSV: manual exports for a date range, automated recurring exports and downloads.
- Guest HistorySee a guest's full history across tickets, shifts and stays from any ticket in Fetch.
- Ticket Management ExportsGenerate ticket management reports in Fetch as CSV by email, manually or as automated daily digests.
- Shift ReportsCreate a shift report in Fetch to hand ongoing tickets over to the next shift.
- Sentiment AnalysisFetch Sentiment Analysis reads guest comments to show the sentiment and emotions guests express about your hotel.
- Ticket StatisticsTicket Statistics in Fetch: open tickets, average resolution time, tickets pending action and staff performance.
- Frequently Asked QuestionsAnswers to common Fetch questions: adding users, quiet hours, arrival text delays, message templates and chat tickets.
- How to add new users to FetchAdd new staff logins from the Manage Staff area in the top-right menu; they are added to Team Management automatically.
- How do quiet hours work?Quiet hours hold welcome texts and surveys for late arrivals, so guests are not messaged in the middle of the night.
- How long of a delay should I set before texting my arrivals?Why to set a delay before the first message after check-in, and how to choose its length.
- Common message templatesCommon examples of when and why hotels use message templates in Fetch.
- What does it mean if I get a chat ticket that looks like a rating?A guest sent a rating outside the rating capture window, so Fetch treated it as a chat message.
- What if I don’t want to send every message in the “on-site pulse check”?Customise the on-site pulse check: remove messages or stages and end the sequence wherever you like.
- How do I choose who has access to settings?Choose which team members, besides the core admin account, can access your account settings.
- One of my staff created an account but aren’t able to log-in. What’s happening here?New staff must be added from Manage Staff inside Fetch. What to do when a staff member tried to create their own account.
- How do I log into my account on Fetch 2.0?Log in to Fetch 2.0 at app.heyfetch.com with your existing email or username and password. The old address redirects there.