Service Tickets

Service Tickets are an internal case management solution that helps to streamline in-house team communications and task management. They are a useful tool for managing and monitoring review responses, maintenance tasks and more.

Service Tickets are logged on the GuestRevu system and can outline an issue that needs to be addressed, a task that must be performed, or just point out a great comment to a colleague. 

They can be created manually or automatically, in individual accounts or in an Account Group and can be linked directly to a property, guest profile or review, or you can create a unique ticket that is not linked to a guest at all. 

Using Service Tickets effectively means that no feedback is left unresolved and ensures that any potential issues raised don’t affect more guests.

"Auchrannie uses service tickets to communicate all negative issues, no matter how minor, to the relevant departmental managers and in turn to their team members. This ensures that as a business we are able to react quickly to any feedback and ensure we continue to maintain the highest possible levels of customer service." 

- Gordon Hay, Business Development Manager 

In this article:

Viewing existing service tickets

Filtering service tickets

Downloading Service Tickets

Service Ticket Notifications

Creating, updating and resolving service tickets

Creating a service ticket from guest feedback

Creating a standalone service ticket

What happens when the Service Ticket is created?

Updating or Resolving Service Tickets

Viewing existing service tickets 

1. Log in to your GuestRevu account at https://my.guestrevuapp.com
2. In the main menu on the left, click on Service Tickets

You will now see a table of all the Service Tickets that are due within your date range (as determined by the “Action Before” date), as well as the following information about each ticket:

Status

• Assigned
• Open
• Resolved

Ticket Status 

• Normal, it has not reached the due date 
• Overdue, haswas passed the due date 
• Escalated, it has not been resolved in the specified time frame, watchers will have been notified 
• Assigned to: Which team member is responsible for the ticket 
• Guest: Name of the guest the ticket was create from 
• Subject: What the ticket is about 
• Rating: The overall rating the guest gave 
• Action Before: the due date for the ticket to be resolved
• Date Created: when the ticket was created

Filtering service tickets

When there are a lot of service tickets to keep track of, managing your tasks or finding a particular ticket can feel overwhelming. When this is the case, filtering your service tickets can help make lists of tasks more manageable. 

You can filter your tickets according to the following criteria:

1. All Tickets (to view all tickets) OR
2. My Tickets (to view only those that are assigned to you) OR
3. Tickets I’m Watching (to view tickets where you are assigned as the watcher)
   AND
4. Ticket Status: (filter by normal, overdue, or escalated)
   AND
5. Status: (filter by open, resolved, or assigned)

Here are some examples of how you might use these filters:

• You want to just focus on tickets that are assigned to you and are overdue so you can action them. In this case, select My Tickets and then Filter by Ticket Status of Overdue.
• You want to see the tickets your team has finished working on. In this case select Tickets I’m Watching and then Filter by Status and select Resolved. 
• You want to check that there are no tickets that haven’t yet been assigned to a staff member. In this case you select All Tickets and then Filter By Status and select Open 

You can also use the Search Bar to find specific tickets. You can search by:

• Team member’s name 
• Guests name 
• Ticket subject 

Downloading Service Tickets

You can download the Service Tickets that match your date and other filters in a number of formats such as .pdf, .csv, or excel spreadsheet. 

This could be useful if you need to bring a copy with you to a team meeting, or want to import your tasks into another task management tool.

Service Ticket Notifications 

Email notifications are sent to the person the ticket is assigned to, and to any watchers added to the ticket. If the ticket is not resolved by the due date and time, the assignee will get a reminder. If, after a further 6 hours, the ticket remains unresolved, the Ticket Status changes to Escalated and the watchers and assignee are notified again. 

 

Creating, updating and resolving service tickets

Service Tickets can be created Individual Accounts or Account Groups and can be linked to guest feedback or created as standalone action items as you need them. They can also be created manually (how to do this is explained below) or automatically (as the support team to set this up for you)

Manually Created Service Tickets

You create a service ticket for yourself (or anyone else in your team) to help you keep track of what tasks need to be addressed, who is responsible for them, and the date and time they need to be completed by. 

Automated Service Tickets 

The creation of these tickets is triggered by scores or questions in your questionnaires and assigned to designated team members. Chat to the support team about getting them set up on your account.

Creating a service ticket from guest feedback

When a guest completes a questionnaire or leaves an online review where they point out areas that could be improved or difficulties that they experienced, you can create a service ticket to ensure that any associated tasks are completed and problems are rectified. 

For example, a guest may mention in their review that the lightbulb in the bedside lamp has blown. You could then assign a service ticket to Bob in Maintenance to replace the bulb.

1. Log in to your GuestRevu account at https://my.guestrevuapp.com
   
2. Click on Reviews
   
3. Find the review you would like to create a task for, click Actions > Create Service Ticket
   
   

   Or, if you’re already reading the guest’s review, click Create Service Ticket

   
4. The Create a Service Ticket popup will open and you can fill in the following information:  
   • Subject: A brief description of what the ticket is about (you can use this later in the search box to find the ticket) 
   • Assigned to: Which team member is responsible for the resolution or action
   • Watchers: The person or persons who will oversee the ticket’s progress 
   • Action Required Before: The due date for the ticket. The ticket will be escalated to the watcher/s 6 hours after this date and time.Create a Service Ticket popup will open and you can fill in the following information
   • Note: Any additional information related to the task, review or guest
     
     
5. Before you finish, decide how the task needs to be resolved. This can either be automatic, when the assignee responds to the ticket by writing a note or response on the ticket, or manually when the assignee or management decides that the task is complete. 
   
6. Click on Create

Creating a standalone service ticket

While many of your service tickets will arise as a result of guest feedback, there will be times when you or your staff may want to;

• Point out difficulties or areas for improvement
• Set yourself or a colleague a reminder to get something done by a certain date
• Assign a task unrelated to reviews to a team member 

You can use service tickets for these circumstances as well by creating a service ticket just for the particular task.

1. Log in to your GuestRevu account at https://my.guestrevuapp.com
2. Click on Service Tickets
   
   
3. Click on New Service Ticket
   
4. The Create a Service Ticket popup will open and you can fill in the following information:
   
5. Before you finish, decide how the task needs to be resolved. This can either be automatic, when the assignee responds to the service ticket by writing a note or response on the ticket, or manually when the assignee or management decides that the task is complete. 
   
6. Click on Create

What happens when the Service Ticket is created? 

Once a Service Ticket is created from a questionnaire or online review, three things will happen:

1. The Assignee and Watchers will be notified via email
2. The Ticket will be add to the list of Service Tickets in your account 
3. The Service Ticket will be linked to the relevant guest feedback, and can be viewed or updated from the guest review history. If the service ticket is not linked to a review, this will not be applicable.

 

Updating or Resolving Service Tickets

Service tickets can be set to resolve automatically as soon as the assigned user responds to the service ticket by writing a note, or they can be resolved manually once the task has been completed. 

We’ll show you how the assignee can add a note or comment to the latter type of service ticket providing further details, and resolve it when completed.

1. Log in to your GuestRevu account at https://my.guestrevuapp.com
2. Click on Service Tickets
   
   
3. Click on Actions > Edit next to the service ticket you would like to update
   
4. Click on Actions
   
   
5. Add a note to include more information about what needs to be addressed, the action taken to resolve the issue, or any other comments you’d like to add.
6. If the task is complete, click on Open (Requires Further Action) and change to Resolved (Adding a Note Only), click Add. A note is required to resolve the ticket
   
   
7. Once the note is added the ticket will close and you will be back on the service ticket page. Click on Done to update your ticket status