When messaging guests in Ivy, you'll likely receive service requests and work orders. With the Ivy handling these requests is easy!
Ivy integrates with:
Here's how it works:
A guest messages Ivy with a service request or a work order. Rather than automatically answering the guest with a smart response, Ivy will instead pass this request along to your team
Under the guest message is a row of options. Click Ticket.
Start typing in the pop-up menu or select the room number and ticket type from the drop downs.
The Ticket Type dropdown menu allows you to specify whether this ticket is a Work Order or a Service Request. Selecting either of these options will expand the pop-up menu with a few new fields.
Navigate through each dropdown menu to select the most relevant categories and best classify the ticket. By default, the Description field will auto-populate with the guest's message, edit or add to this field as needed. If you'd like to create a second ticket concurrently, select the blue plus button at the bottom of the pop-up window. Click the submit button in the bottom right of the ticket, and the request will automatically populate in Quore.
If you have any questions or would like some assistance with Quore ticketing, please reach out to your Customer Success Manager.
To submit the ticket to HotSOS, you must fill out the Name and Room Number fields, as indicated by the asterisks. Luckily, Ivy automatically fills this data in when available.
In the Notes field, you can leave a quick message for your team describing the issue. By default, this field is populated with the guest's message, as it usually describes their request.
If your property uses HotSOS's priority feature to determine a ticket's urgency, you can use the Priority dropdown menu to select the appropriate option.
Finally, you'll want to categorize the ticket using the Issue Name dropdown menu, ensuring the ticket is routed to the appropriate person at your property.
Note that the available Issue Names will not automatically update in Ivy if you add new categories in HotSOS. Please contact Revinate if you'd like to make any updates to this list.
Lastly, click on the Submit button, and Ivy will automatically create a new ticket in HotSOS!
If you have any questions or would like some assistance with HotSOS ticketing, please reach out to your Customer Success Manager.