Ticket Management

How It Works

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”.

List of Tickets (Left Section)

Create A Ticket
You can create a custom ticket for anything.

Unresolved Tickets

A list of high-priority ratings from your guests that have not been resolved.

The color of the ticket indicates its age. Tickets begin yellow, then turn 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 is a new SMS or a pending action on the ticket.

Resolved Tickets
A list of all resolved tickets, sortable by age and rating.

Ticket Details & History (Right Section)

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.

Setting Up an Automated Export for Tickets

Automating ticket exports can save time and ensure that key stakeholders receive timely reports. Follow these steps to set up an automated ticket export:

1. Access Ticket Management

• Navigate to the Ticket Management section of your system.

2. Open the Export Options

• Click the More button next to the Create Ticket button.
• Select Automated Export (you will also see an option for Manual Export if needed).

3. Configure the Export Settings

• Name Your Export: Give your report a descriptive name.
• Set a Schedule: Choose how often the report should be generated:
  • Daily
  • Weekly
  • Monthly
  • Yearly
• Select a Preferred Time: Specify the time when the report should be sent.

4. Add Report Recipients

• If sending the report to external recipients, enter their email in the Report Recipient field and click the Blue Plus Button.
• If the recipient is a staff member with an account under your property, enter their name, number, or email and select the recipient.

5. Customize Report Filters

• Choose which types of tickets should be included.
• Apply filters based on:
  • Department
  • Source
  • Staff
  • Category

6. Select Export Format

• Choose between:
  • Email (the report will be emailed directly to recipients)
  • CSV (a downloadable file format)

7. Finalize the Setup

• Click Email Report to complete the automated export configuration.

By setting up an automated export, you ensure timely and consistent ticket reporting, improving workflow efficiency and communication across your team.

Update at Any Time

You are able to email, SMS, and leave notes at any time, for both resolved and unresolved
tickets. That way you’re always able to communicate when necessary and leave notes
whenever you have an update to note or share.

Unread Messages Badge

If a ticket has any unread messages, there will be a red dot beside the guest’s name in the list of tickets.

Action Counter

Each title (i.e. Email, SMS, and Notes) has a live count of how many emails/messages/notes have been created. This is an easy way to see how the team is dealing with a ticket, and to know where to look to help.

Live Guest Profile Updates

You might have noticed that there is a new card in your tickets called ‘Reservation Details’. We know that guest reservation details change often and have effects on your communication with them, so we wanted to make this information easily available for you.

With the new update, we are now able to automatically reflect live guest profiles, specifically their reservation status, and their arrival and departure dates.

We are actively looking to improve this feature, so if there is other information from the guest reservations that will be helpful for you to access live on your Fetch ticket, feel free to leave a comment or drop us a product suggestion!