Overview

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.

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.

Use the table view to manage and sort tickets efficiently. Below is a description of each column:

• • Project – Group tickets into organizational projects for easier tracking and categorization.

  • Facility – Indicates the facility where the ticket originated. For example, a ticket submitted to info@downtowngym.com will display “Downtown” as the facility.

  • Reference Number – A unique identifier provided to both staff and customers for tracking the ticket.

  • Subject – Functions like an email subject line. Defined by the customer and displayed as a clickable link to view the full ticket.

  • Public – Indicates whether public comments are enabled for the ticket (Yes/No).

  • Assigned To – Displays the staff member currently assigned to the ticket. Useful for filtering and managing individual workloads.

  • Requested By – Shows the customer profile associated with the ticket request.

  • Attributes – Customizable fields such as:

    • Type (e.g., Question, Task)

    • Status (e.g., Open, Pending, On-Hold)

    • Priority (e.g., Urgent, High, Medium, Low)

  • Last Activity – The date and time the ticket was last viewed or edited.

  • Created Date – The original date the ticket was submitted by the customer.

  • Submitted By – Displays the Contract Holder associated with the customer profile that submitted the ticket.

  • Resolved – Indicates whether the ticket has been resolved (Yes/No/Blank).

  • Action – Provides access to Edit ticket properties.

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

Editing a Ticket

To view a ticket, simply click on the Subject Link in the ticket list.
To manage ticket settings—such as assigning staff or updating details—use the Edit action.

Within the Edit menu, you can configure the following options:

• Due Date – Set a deadline for when the ticket should be resolved.

• Resolved Toggle – Mark the ticket as resolved.

  • Resolved tickets appear with a strikethrough and are removed from the active list.

  • If the customer replies to a resolved ticket, it will automatically reopen and require resolution again.

• Assign Staff – Assign the ticket to a specific staff member responsible for follow-up.

• Custom Attributes – Set custom fields (e.g., Priority) for internal categorization. These are visible to staff only.

• Allow Public Comments – Toggle this setting to enable public responses.

  • When enabled, public replies will be emailed to the original ticket submitter.

  • A warning message will appear when activating this setting to confirm public comment permissions.

Replying to a Ticket

Click the Subject Link to open the Ticket Response window. From here, you can:

• Draft and send public responses to the customer

• Submit internal comments visible only to staff

• View the full conversation history of the ticket

To respond publicly to the customer, click Enable Public Comments.

If required by your gym's workflow, be sure to assign the ticket to yourself before responding. This ensures clear ownership and accountability.

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.