Support Guide
Open a ticket, follow it to the answer, close it
Contents
What this screen is forThe direct line to us, one request at a time
The «Support» screen is how you write to us from inside the app. Every request is a ticket: a thread of messages that stays open until the matter is settled, with the whole exchange in order.
It is not a chat that gets lost: a ticket has a subject, a category, a priority and a status, and you find it here again weeks later.
How to read the list
The three tabs at the top filter the tickets: «Open», «Closed» and «All». Each row carries the subject, the last message, when it was updated and the status:
| Status | What it means |
|---|---|
| «Sent» | The request has reached us. The ball is in our court. |
| «Awaiting Reply» | We have answered and we are waiting for you. The ball is in yours. |
| «Closed» | The ticket has been closed. It can be reopened. |
When there is nothing yet, the list says so with «No tickets» and offers «Create your first ticket». If tickets exist but one tab is empty, the message is a different one: «No tickets with this filter».
What you do hereOpen, reply, close, reopen
Opening a ticket
Where Support lives
In the Vezpa app you open it from the Configuration tab, and from the Dashboard tab as well: it is the same screen, reached by two roads.
The «New Ticket» button opens the form, headed «How can we help you?». Four fields:
- «Subject» — one line that states the problem. It needs at least five characters: below that the form does not go and tells you so.
- «Description» — what happens, and when. At least twenty characters, for the same reason: «it does not work» does not tell us where to look.
- «Category» — among «Technical Problem», «Billing», «OTA», «Rates», «Guests», «Calendar» and «Other». It routes the request to whoever handles it.
- «Priority» — «Low», «Normal», «High» or «Urgent». Then «Send Ticket».
Following it and replying
Tapping a row opens the ticket with the whole exchange. At the bottom there is the «Write a message...» field: you write and send, and the ticket goes back to «Sent». On a large screen the ticket opens beside the list, and «Open full page» takes it to the full screen.
Closing and reopening
When the matter is settled, «Close Ticket» files it and moves it to the «Closed» tab. It is not final: on a closed ticket the writing field gives way to the line «This ticket is closed. Reopen to reply.», and «Reopen» puts it back among the open ones with all its history.
Special casesWhat depends on your role, or on the conditions
Who sees other people's tickets
The conversation with support belongs to the property, not to the one person who pressed «New Ticket». Hence the rule, which has two halves:
- You always see your own tickets, whatever your role. This rule widens; it takes nothing away from anybody.
- The ones opened by colleagues are seen by the Manager and the Assistant, and only for the property you have open. The other roles see their own.
When you are also looking at other people's tickets, a line above the list says so: «Requests from the whole property», with the property name where there is one. If that line is absent, you are looking only at yours.
Tickets with no property
A ticket opened before the property was created stays visible to whoever opened it, but it does not enter any property's list: it had no property to belong to.
How you get here
Support opens from the app menu. On top of that, some screens have a shortcut that brings you here with the right category already set: that is the case with connected channels, where asking for activation on a portal that does not connect by itself goes through a ticket.
If you are trying the demo
The demo account is shared by all visitors. That is why, when you open a ticket from the demo, we ask for an email address or a phone number with its country code (for example +49…): our reply is sent there, and only you see the ticket, from the device you opened it on.
Requests belong to the propertyWho sees what, and who gets notified
The list shows requests opened by anyone working on this property, not just yours: the Manager and the Assistant see the same conversation with support, and every row that is not yours carries the name of whoever opened it. The scope and the total are stated at the top.
With any other role you see your own and nothing else, and there is no scope line above the list: it is that line, when it shows, that tells you that you are also looking at your colleagues' work.
Who is notified when we replyOne notification each, to whoever sees the request
The reply notification goes to everyone who sees the request in the list: the Manager and the Assistant of the property. One each, even if there are four of you on site, and whoever opened the request does not get two.
Those who do not see their colleagues' requests — Housekeeper and Observer — are not notified of theirs, but are still notified of their own.
If something does not add upThe most frequent doubts, with the short answer
- The send button does not turn on. Check the two minimums: five characters for the subject, twenty for the description. The form writes under the field which of the two is missing.
- I cannot see the ticket a colleague opened. Other people's tickets are seen by the Manager and the Assistant. With another role you see your own, and that is deliberate.
- I see tickets I did not open. You are a Manager or an Assistant: the line «Requests from the whole property» above the list is telling you so.
- I closed a ticket by mistake. Open it from the «Closed» tab and tap «Reopen»: it goes back among the open ones with all the messages.
- The ticket says «Awaiting Reply». It means the ball is in your court: we have answered and we are waiting to hear from you.
- One tab is empty. If you read «No tickets with this filter» the tickets exist, but they are in another tab: «All» shows them anyway.
Need help?
This is the page to ask from: open a ticket and we will answer.