Customer Support
The Customer Support section displays a list of customers who report any issues via the app. This includes the day and time the issue was created, and a description of the issue itself. The description can be system generated or manually typed for accuracy.
The Open and Closed tabs are used to differentiate between issues that need to be looked at and addressed and issues that have been resolved and closed out.
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.
Search for specific customers by typing their name in the search box
When you click on one of the customer names, it pulls up Problem 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, where it will ask for your confirmation before closing it out.
Clicking on the link beside Hardware will redirect you to the specific bike that the user has used and you will see additional details about the bike. Alternatively, clicking on the link beside Rental will redirect you to the Rental Details page of that user.
Directly below the Problem Details, you'll find 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 Create Ticket in the upper right hand corner of the screen. 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 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.
Last modified 11mo ago