Revinate's "Tickets" are an easy way to manage your responses to online feedback and track workflow related to any one of your reviews. Currently, You can create tickets for your reviews and social media mentions.
Tickets are powerful yet highly intuitive and can be used in many ways. You can use Tickets to:
- Add Notes to reviews
- Ask a colleague to respond to a review
- Discuss a review internally
- Ask a colleague to investigate an issue reported about a stay
- Provide information to colleagues that can be used for marketing purposes
- Or for any other collaborative purpose
Creating a Ticket
Tickets can be created for Reviews or surveys.
To create a ticket for Reviews:
Navigate to your reviews list by clicking Reputation> Reviews in the navigation bar.
To Create a Ticket For surveys:
Navigate to your survey list by clicking Surveys> All Surveys in the navigation bar
Locate the review or survey you wish to create a ticket for and click on "Create a Ticket".
The Ticket screen will then populate. On this screen you:
- Assign the ticket to a Revinate user
- Add watchers to the ticket - which is the same as copying these users. Watchers are optional.
- If applicable, choose a review template from the template drop-down menu.
- Add any additional notes to the ticket.
- Click "Create Ticket" to assign the ticket to a Revinate user.
The check box at the bottom that says "Resolve automatically when Response posted". When checked this will close the ticket once the review or survey has been responded to.
Please note: you must be a user of Revinate to receive or assign a Ticket, and only 1 Ticket is allowed per review. Once a user creates a ticket, it is visible to all users of your Revinate account.
When a Ticket is created or updated, Assignees and Watchers will receive an email notification: They can click the link to be brought to the Revinate page to manage their assigned task.
The template drop-down menu enables you to select the response template you would like the ticket to use. When the Ticket opens this suggestion will auto populate. Using a template is optional; if you do not select anything in the template dropdown you are still able to create a ticket. Suggested and other folders can help you choose the right response. If you have not created any folders, the suggested templates appear at the top, based on the type of review you are responding to.
Viewing and Closing tickets
You Can view any ticket by clicking on the "VIEW TICKET" button on the review or survey page.
Within the ticket you can:
- Mark the ticket as resolved. This is done after a response is made, and comments in notes are resolved.
- Un-assign and reassign the ticket by clicking on the x next to the staff name and then typing in a new staff member.
- View the review.
- Respond to the review; this will pull up the Response Assistant
- View and add notes on the ticket. These notes are internal and will only be seen by other users on your team.
View Tickets Assigned to You
You Can View all tickets assigned to you by navigating to the "TICKETS" option in the top menu bar.
In your ticket view, you can see minor details from each ticket, including the ticket title, related property, dates, assignee, status, and last update.
Hover over the last updated date for action options for the ticket.
You have 3 action options for tickets in this view.
- Edit the ticket, which will bring up the full ticket view as seen above.
- Respond to the ticket, Which will bring up the Response Assistant.
- Resolve the ticket.
If you click the resolve button all assignees, watchers, and assigners will get an email stating that the ticket has been resolved.
To set ticket reminders hover over the "Settings" icon located on the right side of the top menu bar, then Select "Rules and Ticket Settings”
This option will direct you to the Ticket Reminder page where you can select to turn on reminders.
Ticket reminders are sent to the ticket creator, assignee, and watchers after a period of inactivity is reached. You can determine the time frame of when the reminder should go out, selecting by hour or by day.
- Once reminders are enabled, they will apply to all new tickets moving forward.
- The system will send out up to 3 reminders until there has been an update to the ticket, like a note or status change.
- Property settings will override any Corporate settings.