Ticketing Workflow

How to manage tickets from Open to Resolved

Written by Aniko Villeneuve
Updated over a week ago

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

The Tickets section provides a view of 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

Located on the right hand side of your screen is 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, you will be presented with ways to communicate with the submitter, a history of changes made to the ticket, and the contact details of the submitter.

Ticket Information is where you can apply a Resolution, identify Root Causes, change ticket Priority, Status, and edit the ticket 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.) Both statuses move the ticket to a Closed state.

Resolved indicates that the guest was receptive to the solution you provided and the reason for the ticket solved or resolved.

Unresolved indicates that the resolution offered was not accepted or the guest was unresponsive.

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.

Ticket Exports

Loop 360 users can now export all of their ticket data to a .csv over a specified date range.

Dates referenced in this file will follow the time zone selected upon export. After clicking the export button, users will then receive an email containing a link to download their .csv file.

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