Overview

Managers training front-line staff to handle general inquiries should leverage Predefined Ticket Comments within the Ticket Reply System to ensure consistent, accurate, and timely responses. This approach not only streamlines customer communication but also helps maintain the business’s professional tone and standard operating procedures. By incorporating predefined responses into staff workflows, managers can promote efficiency and deliver a unified customer experience across all communication.

Accessing Active Tickets

The Ticket Reply System allows all approved staff to view, manage, and respond to customer inquiries submitted via the ticketing platform. By using predefined ticket comments, staff can ensure uniform communication across the organization.

Navigate to: Tickets Module > Input Pin > Ticket List Tab

Replying to a Ticket

1. Open the Ticket by clicking the Subject Link.

2. Enable Public Comments if intending to respond directly to the customer.

3. Draft a Response in the Email Body or Use Predefined Ticket Comments.

Using Predefined Responses

To ensure message consistency and save time: 

• Select from the Predefined Response dropdown menu.
• Personalize the response if needed by adding customer name, specific details or dates, etc.
  • • Attach any relevant files (such as waiver files, group request forms, policy documents).
• Click Add Comment to send. Once a comment is submitted, the ticket’s status will automatically update.
  
  

Creating Predefined Ticket Comments

To support your team with ready-to-use responses for common inquiries, create a library of predefined comments. 

Steps to Add Predefined Comments: 

1. Navigate to: Manage Menu > Organization & Facility Settings

Input Pin Number > Lists > Administrative Lists > Predefined Ticket Comments

2. Add categorized, reusable comments that staff can use in ticket replies.

Common Predefined Comments Topics: 

Suggested predefined comment topics include day pass or guest pass policies, birthday party requests, freeze or terminate membership instructions, online gift card purchases, employment inquiries, and program or class registration details. 

Encourage staff to only modify predefined comments as necessary to preserve brand tone and accuracy. 

Best Practices for Managers 

• Train new staff on using predefined comments during onboarding. 
• Regularly review and update predefined ticket responses to reflect policy, pricing, or program changes. 
• Monitor staff replies for tone and accuracy during quality assurance.
  • Encourage staff documentation of new FAQs that should be added to the predefined list.