Client Experience
**FAQ - Client Experience
How can I open, update, and follow the status of a ticket? You can now manage your tickets all from one portal by creating your own user account on our Customer Portal. Once your account is set up, you can open, update, and track the status of your ...
VM Technician Remote Connection for VM Desktop Users
Zoho Assist has been integrated into the Desktop version 5.0.4 of Visual Matrix. If you are not at least on this version, please contact our support for an immediate upgrade. This makes connecting to your computer much easier and safer and gives you ...
Accessing PMS Data After Cancellation or Ownership Transfer
After Cancellation Once your contract with Visual Matrix is canceled, your database and access will be deactivated on the specified date. It is crucial to proactively download all necessary data and reports before your contract ends. Should you ...
Issue Reported... and then what?
What is an issue? A software issue is an error, flaw or fault in the design, development, or operation of a computer software that causes it to produce an incorrect or unexpected result, or to behave in unintended ways. Is it an issue? To confirm if ...
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 ...
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, ...
The Top 10 Best Bookmarks for a Visual Matrix User!
Welcome to Visual Matrix! Purchasing or upgrading a property management system can be quite the learning curve, we know. To alleviate any stress or questions on getting started we have compiled the top 10 links to get you up and running as smoothly ...
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 ...
Complete an Ownership change with Visual Matrix
After acquiring a new hotel, one of the most important steps is to notify Visual Matrix. This ensures that all credit card transactions are routed to your bank account instead of the previous owner’s. Step1: Contact our Sales Department Contact: ...
VM Technician Remote Connection for VM Cloud Users
As a Cloud user, most issues can be resolved without needing a remote connection to your computer. However, if a Client Experience agent requests a remote connection, you will receive an email with a link to establish the connection. If you do not ...
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 ...
Security Reminders and Best Practices
Thank you for being a valued Visual Matrix customer! At Visual Matrix, we value the security of every client hotel. Here are some security reminders and best practices to keep in mind when working with our Client Experience team. These are also ...