Creating Tickets
💡 Purpose
We know opportunities for service and recovery can come from anywhere, so you can create tickets for anything and manage them all from the same central dashboard.
📍 Navigation
Simply go to Ticket Management and select the dark blue button labeled “Create Ticket”.
How it Works
- Click the dark blue “Create Ticket” button located at the top of your tickets list.
- Fill out the source of the request and all other details of the case.
- The team will receive an alert about this new case, and it will be added to the list of unresolved tickets to be worked through like everything else!
Messaging Capabilities
If the guest’s contact information is entered when creating the ticket, you can message them across that channel. So you can message any guest at any time for any reason!
Search Guest Reservation
Instead of manually entering all of the guest’s details, you can search for the guest information through each of the input fields (name, reservation number, email or phone number).
- Each field will show all of your recent arrivals for the last 48 hours by name and room number.
- Select the guest you’d like to create a ticket for, and all their details available from the PMS will be filled into the appropriate fields. Like magic!
Alternatively, you can simply begin typing the guest's name, room number, or reservation number in the respective areas. You will see all possible matches populate below, with a snapshot of the guest's name, room number, and date of arrival. If you select one, it will auto-populate all of their details into the correct fields (just like the dropdown "auto-fill" list).
Samples of "Name" and "Room #" searches:
Scheduling Tickets
💡 Purpose
If there is ever a guest asking for a task to be completed in the future (e.g. “I would like a bottle of champagne in my room at 9:00 p.m.”), you are able to schedule a ticket to appear at this time.
📍 At the bottom of the create-a-ticket form, you can select ‘schedule’ and select a date and time.
If you don’t want a ticket to be created immediately, you can schedule it to be created at a future date/time. This means that at the scheduled time, the ticket will be created on the ticket management dashboard and the staff and departments who are tagged will receive a notification.
How to schedule a ticket
At the bottom of the create-a-ticket form, you simply select ‘scheduled’ and it will present your options.
- Click the calendar icon to select any date and time.
When you click Create, it will add this ticket to your scheduled tickets queue.
How to manage scheduled tickets
You can manage, edit, and delete any ticket before it is created by clicking More actions>Scheduled tickets in the top right corner of your ticket list:
This will open a modal of all your future tickets, including both scheduled and recurring tickets:
Click the dropdown to see more details of each ticket:
Click the edit button in the bottom right to open the edit ticket modal, where you can edit any ticket details:
Deleting scheduled tickets
You can delete any tickets you have scheduled either from the Scheduled Ticket List (bottom right) or in the Update Ticket modal (bottom left).
