After setting up Ticket forwarding, all incoming customer outreach (from forwarded email addresses, replies to emails, and the ‘Contact Us’ button) will be consolidated in the Tickets Module.

Editing a Ticket

Replying to a Ticket

Customer Perspective

Customers who submit a ticket via the 'Contact Us' button on the website will be prompted to let them know the submission was successful, and will include a Ticket Reference #.

Customers will receive ticket replies directly to the email address attached to their Customer Profile.

A summary of the conversation will be included in the email body, including dates and times of messages.

If the customer replies to the ticket, it will be re-categorized as ‘Open,’ even if the ticket had been previously marked as ‘resolved’.

Tickets received via the ‘Contact Us’ button can be set up with an auto-reply.

Staff Workflow

Viewing Received Customer Tickets

Active Tickets will appear in the Tickets Module, within the Tickets 'Ticket List' Tab.

Tickets can be listed and filtered by:

• Project - Group tickets into organizational Projects. 
• Facility - Organize tickets based on the facility the ticket originated from. I.e. If the ticket was submitted to info@Downtowngym.com, the facility listed will be the Downtown location.
• Reference Number - A reference number is provided to both staff and customers.
• Subject - Similar to an Email Subject, the Ticket Subject will be defined by the customer and listed here as a clickable link.
• Public - Sort by: if public comments have been enabled on this ticket (Yes/No).
• Assigned To  - View staff assigned to each ticket. Useful for staff working through responses, to sort by tickets assigned to them.
• Requested By - View which customer profile is tied to the ticket request.
• Attributes - Define ticket based on customizable attributes, such as Type (Question, Task, ect…), Status (Open, Pending, On-Hold, ect…), or Priority Level (Urgent/High/Medium/Low).
• Last Activity - When was the ticket last viewed/edited.
• Created Date - When was the ticket created/submitted by the customer.
• Submitted By - View Contract Holder for the customer profile tied to the ticket request.
• Resolved - Was the ticket resolved (Yes/No/Blank).
• Action - Choose to Edit ticket properties from the Edit Action.

Ticket shows the active membership plan associated with the customer to assist staff.

Editing a Ticket

Tickets can be viewed by clicking the ‘Subject Link’ and ticket settings (such as assigning Staff) are accessible via the ‘Edit’ Action.

Within the ‘Edit’ menu, several criteria can be assigned, such as:

• Due Date - Assign a date the Ticket needs to be resolved by.
• Resolved Toggle - Choose to mark the Ticket as resolved. Resolved tickets will be marked with ‘Strike-through’ and will be removed from the list. If the ticket is re-opened from a response from the customer, the ticket will re-open and need to be ‘Resolved’ again.
• Assign Staff - Delegate Ticket response responsibility to approved Staff.
• Custom Attributes (ex. Priority) - Set fields for custom attributes, such as priority level, for Ticket categorization, visible to staff.
• Allow public comments - Enable Public Comments Toggle to allow for public responses which will be emailed to the email address of whomever submitted the Ticket.
  • You will be prompted with a ‘Warning’ window when enabling public responses.

Replying to a Ticket

Open the Ticket by clicking the Subject Link will open the Ticket Response window, where you will draft and send public responses, submit internal correspondence, and view the ticket conversation history.

To Respond to the customer, click Enable Public Comments!

assign it to yourself per workflow?

Once Public Tickets have been Enabled, the Drop-down menu will allow for public responses which will be emailed directly to the customer.

• A Warning Window will appear once public comments have been enabled, to ensure Staff are notified that submitted responses will be viewed by customers.

Designate ‘Public’ comments from the dropdown menu, once they have been enabled.

Replying to a Ticket:

• Open the ticket.
• Enable Public Comments
• Draft your response to the customer in the Email Body.

Use Predefined Responses:

• Select a predefined response from the drop-down menu to save time when addressing common issues.
• Customize the response as needed before sending.

Attach Files:

• Upload relevant files (e.g., screenshots, forms) to the ticket reply if necessary.

Send the Reply:

• Click ‘Add Comment’ to notify the customer of your response.
• The ticket status will update automatically based on the action (e.g., Open to In Progress).

A comprehensive view of the on-going conversation will be listed within the Ticket:

Creating a New Ticket

Click ‘Create New Ticket’ button:  to make a new ticket and draft correspondence  for customer outreach. Sending all correspondence from the Ticketing module ensures a consistent experience for staff and customers.