About the Ticket System

What is it?
In Redpoint HQ, the ticket system is a way to manage and organize the communication with your customers all in one shared interface. Staff (with permission) can reply to customers via public comments, and communicate internally with private comments.  

A ticket is created whenever a customer uses the Contact Us button in your customer portal OR when a customer takes action on a contract (freeze, thaw, cancel, terminate).  

Tickets are attached to your customer records, so your customer communication stays organized and accessible all within Redpoint.

The ticket system utilizes an email address of your choice as a pass-through for tickets.

There are 2 ways to configure the your designated email address with the ticket system:

1. Forward All Emails to Ticket System 
   • When using this option, you no longer need to look at this email inbox because everything arriving to the inbox would be forward to the Ticket System (ticket responses and emails sent direct to this email address)
     
     
2. Forward Only Ticket Responses
   • With this option, ticket responses would pass through the inbox and forward back to tickets, BUT emails sent directly to the email address would stay in the inbox and need to be responded to from the inbox (they would not forward to tickets).
   • This option can be used to "test" the ticket system before Go Live since only this initiated in the ticket system will forward - the inbox itself remains untouched and usable in its current process.

Setting up your Ticket System (with Redpoint HQ)

1. Decide which email(s) to use and which configuration option you prefer.  
   • Multigym: preferable to use a separate email for each location.  If using the same for each location, then tickets will route to a single facility.
     
     
2. Contact Redpoint - we will assist in configuring the connection.
   You will need access to the inbox of the emails you want to use.  
   
   
3. Redpoint will set up time with you for configuration. During that process we will:
   • Send a validation email to each inbox to connect your email to our system
         Make sure you have access to the inbox(es) when we meet
   • Provide a tickets email address and ticket string that will be added in Manage > Organization & Facility Settings > General
   • Assist in setting up the forwarding rule.

Setting Up the Forwarding Rule on the Email Address

To set up your ticket system, connect with Redpoint support.  We need to configure some things on our end, so we will complete this process with you.

Google Mail

Option #1: Forward ALL Emails to the Ticket System

1. Go to Settings > Forwarding and Pop/IMAP > Add Forwarding Address

2. Enter the forwarding email provided by Redpoint HQ

3. Google will likely prompt to validate identity, then follow the steps to complete set up of the forwarding address.

4. Select forward ALL emails to this address...

Option#2: Forward ONLY Ticket replies (Advanced Setting)

Add the Forwarding Address from Redpoint HQ as a forwarding address option on this account (see steps above but do not set to forward all)

1. Add a Filter: Click Show Search Options to the right of "Search mail"

2. In the field "Has the words" paste in the Tickets Email Forwarding Email Key String  (get it from Redpoint HQ > Manage > Organization & Facility Settings > General)

3. Click: Create Filter

4. Check: Skip the Inbox

5. Check: Forward it to the forwarding email provided by Redpoint HQ (Manage > Organization & Facility Settings > General)

6. Click: Create Filter

Microsoft 365

Forwarding Emails on a Shared Inbox

After setting up business emails in Redpoint, forwarding tickets can then be configured in the Microsoft 365 Mailbox Admin Center.

1. Navigate to ‘Shared Mailboxes,’ and Select the email address that will be receiving tickets.

2. Select the shared inbox for incoming tickets and Edit Email Forwarding. Input the email address created for the ticket inbox. (ex. 'dwn@downtownclimbing-tickets.rphq.com')

3. In Microsoft 365 Mailbox Admin Center, navigate to the ‘Security’ section in the side menu.

4. This will bring you to Microsoft Defender Settings. In the side menu, select the ‘Email and collaboration’ (Dropdown Menu). Select Policies & Rules > Threat Policies > Anti-Spam Policies

5. Use the '+' sign to create a new Custom Policy.
   • Policy Name should be: Redpoint Tickets
   • Apply to Outbound Email
   • Set Restrictions based on Screenshot

6. When you're done, select Save. If set up correctly, Custom Policy for Redpoint Tickets should appear in the following screen:

Assign Ticket Permissions

Permissions can be assigned to staff to allow/disallow ticket responses.

See Roles and Permissions Outline for more information on setting up staff permissions.

Custom Permissions can also be assigned for accessing and editing Tickets. 

• It is recommended to instead assign permissions to a role, rather than as custom permissions.

In Manage > Staff, Roles, and Permissions > Manage Staff ‘Roles’ (Tab) OR ‘Edit’ Specific Staff’s Custom Permissions (not recommended)

Changing/Editing Ticket Settings

Create Ticket Custom Attribute

Manually change how Tickets are organized/categorized in a grid by adding custom attribute fields.

In Manage Menu > Organization & Facility Settings > Tickets (Dropdown) > Custom Attributes > Create Ticket Custom Attributes

Edit Attributes for how they will be viewed when editing Ticket Details.

• Attribute Name - Label the Attribute for how it will be displayed in the Customer Grid
• Attribute Type - Choose between: 
  • List (for a Dropdown menu of options) 
  • Test (allow for a text-box for written responses)
  • Toggle-Button (radio-button style toggle responses).
• Help Hint - Provide a staff-facing description for the Custom Attribute.
• Attribute Configuration - Set Expirations Settings:
  • No Expiration (Custom Attribute will never expire)
  • Fixed Expiration (Custom Attribute will expire at this fixed time)
  • Relative Expiration (Custom Attribute will expire relative to the date & time it was created)

Create Ticket Projects to definite Ticket Groupings for ease of organization and reporting.

Predefined Ticket Comments

Create Lists of predefined responses for frequently asked questions in tickets.

In Manage Menu > Organization & Facility Settings > Lists (Dropdown) > Administrative Lists (Dropdown) > Predefined Ticket Comments

Make one list (or one list per facility) and then click the List Name to open and add items to the list.

‘Contact Us’ Ticket Received Auto-reply

Generate custom automatic email responses when a ticket is received via the 'Contact Us' button.

In Manage Menu > Notifications > Manage Notifications 'Templates' (Tab) > Tickets (Dropdown) > 'Contact Us' Ticket Received

Default facility settings will set Master Toggle for Ticket Notifications to 'ON'

In Manage Menu > Notifications > Manage Notifications 'Settings' (Tab) > Select Facility (Dropdown) > Ticket Notifications for 'Contact Us'

Optional: Auto-Resolve Tickets without Comments

A ticket is created anytime a customer takes action on a contract (freeze, thaw, terminate, cancel).

With this toggle ON, ONLY the actions with a comment attached will appear in tickets.  Tickets without comments will automatically be resolved so your staff does not see them but you can search for them.

Optional: Ticket notification emails for assigned staff

Notification email sends to the email on the staff customer record. To ensure customer confidentiality, that staff email should be a company email and not a personal email.

Email is sent when the staff person is assigned, and when there is activity on tickets they are assigned to.  This can be useful if staff generally manager tickets but may want to push one up to a manager.

Tickets cannot be responded to via this email.  Go to the ticket system to reply to the customer

Grant via the permission in tickets shown here: 'Receive Ticket activity emails'

Incoming Emails: Blocked

Incoming emails are not automatically assigned tickets if the sender is unrecognized or the content appears suspicious. All ‘Blocked’ emails will appear in this Tab for review, allowing you the option to ‘Create a Ticket’ from the email, or ‘Delete’ the email. If an email is accidentally deleted, it can be restored.

Incoming Emails: All

View all Incoming Emails from this Tab, to view original email content, when/if a ticket was created, and a log of correspondence.

Expand the email to view email body and correspondence details.

Ticket Reporting

View received tickets, charted by tickets that were automatically resolved vs tickets which required a response.

In View Menu > Charting > Redpoint Insights ‘Charting’ (Tab) > Tickets (Dropdown) > Received