💡 Purpose
Here, you can view the whole GEM survey, ticket overviews, and specific details related to the reviewer's post-stay review. Responding promptly and tactfully to these reviews is crucial, and we’ve made it easy for you!
📍 Navigation
To access GEM Tickets, go to your GEM Dashboard, located on the leftmost middle part, then select “Ticket Management”.
When a GEM survey is received, a ticket is created based on the notification setting we selected.
From here, you can see the rating on the left side of the reviewer's name.
If you click a ticket, a ticket overview will appear on the right side.
Along with this, you can see the details of the guest who submitted their survey, such as the name, email, reservation number, room number, and phone number!
Directly below this, you can see the comments they have about their stay.
You can also tag specific departments and staff if you wish to do so or if you deem it necessary.
If you click the EXPAND icon directly on the right side of the GEM survey, you can see the details of your guest as well as the average rating they gave you in each category!
You can view their responses to each question in the survey, providing deeper insights into areas where you excelled and where improvement is needed!
You can also respond to these tickets directly through the app.
If you scroll down to the bottom part of the ticket overview, you will see multiple tabs.
From here, you can directly contact your guests through SMS or Email.
Additionally, you can also put notes on the ticket just as you would on an ON-SITE ticket.