Overview

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 enabled 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. Now go the Microsoft 365 Mailbox Admin Center 
4. In the Security menu OR via the Other Features tab, select a defender url and add new.

4. 

3. This will bring you to Microsoft Defender Settings.
4. 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 are 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

Custom attributes allow you to tailor how ticket details are displayed and organized. You can manage these settings under Edit Attributes.

Attribute Settings:

• Attribute Name: The label that will appear in the Customer Grid when viewing or editing ticket details.

• Attribute Type: Choose how the attribute will be presented:

  • List: A dropdown menu with predefined options.

  • Text: A text box for free-form responses.

  • Toggle-Button: A radio-button style toggle for simple yes/no or status selections.

• Help Hint: A staff-facing note or description to guide the use of the attribute.

• Attribute Configuration: Set how and when the attribute expires:

  • No Expiration: The attribute remains indefinitely.

  • Fixed Expiration: Expires at a specific date and time.

  • Relative Expiration: Expires a set time after the attribute is created.

Predefined Ticket Comments

To streamline responses to frequently asked questions, you can create predefined response lists for use in tickets. You can create a single list for all facilities or separate lists per facility, depending on your needs.

Once the list is created, click the List Name to open it and begin adding your predefined responses.

How to Set Up Predefined Ticket Comments:

1. Go to the Manage menu

2. Navigate to Organization & Facility Settings

3. Click Lists (dropdown) > Administrative Lists (dropdown)

4. Select Predefined Ticket Comments

Contact Us Ticket Received Auto-reply

You can create custom automated email replies that are sent when a ticket is submitted through the 'Contact Us' form.

To configure this:

1. Go to the Manage menu

2. Select Notifications

3. Click on the Templates tab

4. Open the Tickets dropdown

5. Choose 'Contact Us' Ticket Received

By default, the Master Toggle for Ticket Notifications is set to "ON" at the facility level.

To view or adjust this setting:

1. Go to the Manage menu

2. Select Notifications

3. Click the Settings tab

4. Use the Facility dropdown to select the desired location

5. Locate the Ticket Notifications section for 'Contact Us'
   
   

Optional Settings

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 emails are sent to the email address listed on the staff member's customer record. To maintain customer confidentiality, this should be a company-issued email address, not a personal one.

• When a staff member is assigned to a ticket

• When there is activity on tickets they are assigned to (e.g., customer responses or internal updates)

This feature is especially useful for teams managing tickets collaboratively, allowing staff to escalate tickets to a manager or other team member as needed.

Permission Required: Receive Ticket Activity Emails permission enabled under Ticket Permissions to receive these notifications.

Incoming Emails: Blocked

Incoming emails are not automatically converted into tickets if the sender is unrecognized or the content appears suspicious. These messages are routed to the Blocked tab for review.

From the Blocked tab, you can choose to:

• Create a Ticket from the email, or

• Delete the email if it’s spam or irrelevant

Incoming Emails: All

Use the Incoming Emails tab to review all received messages. Here, you can:

• View the original email content

• See if and when a ticket was created

• Access a full correspondence log

Click to expand any email to view the email body and detailed communication history.

Ticket Reporting

Track received tickets and see how many were automatically resolved versus those that required a staff response. This chart helps visualize ticket volume and response efficiency over time.

To access this data:

1. Go to the View menu

2. Select Charting

3. Click the Redpoint Insights tab

4. Open the Tickets dropdown

5. Choose Received