Tickets are opened through Actions established in the Projects section. For more information on how to use the Actions tab, click here.

Viewing Your Tickets

In the Tickets section, you will be able to view tickets that have been created and assigned to you as a user under My Tickets, current open tickets in Open Tickets, past resolved tickets in Closed Tickets, or view all tickets regardless of status in All Tickets.

Filtering Your Tickets

On the right hand side of your screen you will see the Filters section. Here you can filter down tickets by Assignee, Location, Source, Status, and Priority. This is a handy way of organizing tickets to show what is most relevant to you.

Resolving a Ticket

When you have selected a ticket to address, you will be presented with ways to communicate with the guest, a history of changes made to the ticket, guest contact details, as well as the ability to apply a Resolution, identify Root Causes, change ticket Priority, Status, and Assignee.

(Resolutions and Root Causes can be setup under the Settings section)

Once you are ready to close the ticket, you can change the Status to Resolved/Unresloved (or any status you have created in the Settings menu.) Resolved would indicate that the guest was receptive to the solution you provided, and Unresolved would indicate that the resolution offered was not accepted or the guest was unresponsive. Both statuses move the ticket to Closed.

Providing a Root Cause and Resolution is important to keep track of operational opportunities to improve or change and should be used when changing a ticket status to indicate what the outcome of the ticket is.

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