Efficient Ticket Information for Faster Resolution
What generally slows down the resolution of a ticket is the need of additional information. Lets go through some information that our technician will go through at one point or another with you.
The Subject says a lot!
Although your name is automatically linked to a property ID in our Support system, in the other case, adding your property ID in the Subject can go a long way. As well as adding if you are a Cloud or Desktop PMS user.
Last but not least, please try to explain the situation in couple words in the Subject. Only asking for a callback in a ticket might actually take longer as your ticket will have to be read in full before being prioritized.
Who is reporting the issue?
Name and Title of the person on the property.
If needed, any time frame this person can be reached and phone number or preferred method of contact for the Ticket.
What is the issue being reported?
What was done, what were you trying to do or accomplish? A step-by-step is what will help us determine the exact situation.
What section of the software? Interface?
If it is about a reservation, what is the Guest Confirmation Number/Group ID? CRS Number?
If it is about a discrepancy, what discrepancy? Rates or Inventory? AR/Invoices? Reports?
Where did the issue occure within the software?
Example: In Front Office > Management > Property Settings > Parameters.
This maps out the exact buttons and location in the software.
If it is about a report, where were you getting this report? Some reports are available at multiple locations in the PMS.
When did you encounter the situation?
Please provide dates and times of the issue. This can help us determine if it involves some outside events (updates).
When did you notice the situation, or when did the situation started?
If it is about rates or inventory discrepancies, or even reports, what exact dates are we looking at?
Why is this situation an issue?
Some situations are impacting some users more than others. Although every ticket/feedback is important, this will help us assess the Priority Level of the situation.
If you have any idea or think you know why or have done something you think might have been the cause, please let us know, this will generally highly speed up the resolution.
Do you have any screen shots or recording?
Even explained in details, sometimes a screenshot can help explain the situation that is happening. If you encounter an error message or a strange behavior, a screenshot can explain a thousand words.
If you know how to record your screen, this can also be an extra you can add to your ticket.
Our goal is to make the best experience for you!
Related Articles
Related Articles
Client Experience Support Structure Detailed
See the document online . The Visual Matrix Client Experience Team will use the guidelines below to review and respond to our client's requests. Our team will prioritize support requests based on the business impact and urgency of each issue and we ...I have multiple properties, is there a way to see all the tickets in my one User Account?
The answer is YES. Just send the properties IDs to our Product Support and we'll add them to your account. However, note that the first property (called the primary) you are registered under will always pop up by default on our side when you open a ...Create a User Account in the Visual Matrix Customer Portal
Creating a user account in the support portal will let you open, update, and follow the status of every ticket open all from one place, as well as get in contact with other VM users from the Community portal. Create a new user account Go to ...Chat Support
Visual Matrix chat brings your Client Experience team a lot closer. Subscribers can conduct a live chat with a member of Client Experience. They are just a Click away! Chat is currently available Monday to Friday, from 8am to 8pm CST (Central ...The Top 10 Best Shortcuts for a Faster, Smarter, and Better Experience in Visual Matrix
Many tasks in Visual Matrix are faster than we think. Let's go over some tips: Search in One Click Use Search Today and the Dashboard. Search for any reservation in-house or arriving today by phone number, room number or by name and access arrivals, ...