Support Tickets

The Support ticket section displays a list of customers who reported issues via the app. This includes the day and time the issue was created, the status of the ticket, and a description of the issue itself. The description can be system-generated or manually typed.

By clicking the Customer Support icon, you'll be directed to view all Open tickets by default. To see all tickets, simply click the 'X' button next to the open status.

You have the flexibility to filter tickets by status or tags to streamline your search, click on Filters and choose the status or tags that you want to filter by.

After clicking, the filter, there will be a pop menu that will give a drop-down to choose which status or tags you want to select.

Select the filters you prefer and it will show you all the tickets in that bucket.

Each list can be exported into CSV files for your records by clicking the Export button in the upper right-hand corner of the screen.

When you click on one of the customer names, it pulls up Support Ticket Details. The details include all of the customer's information that reported the problem, a unique Issue ID, a Communication Log where you can reach out to the customer directly, and a maintenance ticket at the bottom if one has been created. If the problem doesn't need a ticket, you can click the Close Problem button, which will ask for your confirmation before closing it out.

You can also add tags to the ticket by clicking the add button on the Tags row details

Directly below the Problem Details, you'll find the Communication Log and Maintenance Tickets. The Communication Log section allows you to quickly respond to customers who send in inquiries. The email will be sent to the email that they have on file with their user account. Alternatively, you can save any messages as internal notes for reference.

The Maintenance Tickets section gives you an overview of any tickets associated with the particular rental you are viewing.

If a reported issue does require maintenance, a ticket can be created by clicking the +Add button in the upper right-hand corner of the Maintenance Tickets section. From there, you can create a description of the issue, specify the type of maintenance required, the specific piece of hardware that needs maintenance, the right-handle level of priority it requires from a scale of 1-5, and the assignee designated to fix the issue. When you've finished filling out the ticket, click the save button.

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