Processing Open Tickets

A walkthrough of how to process open tickets

What is an “Open” ticket?

A ticket submitted on a ticket form that did not automatically process. Open tickets need to be processed manually.

What causes an “Open” ticket?

There are two very common reasons:

1. The request submitted by the customer is not automate-able
   1. E.g., Rinsed cannot automate anything when someone decides to “submit a comment” on a ticket form
2. Rinsed got an error from the PoS
3. 1. E.g., The customer attempted to cancel their account even though they were already canceled in the PoS.

Where can I find all the Open Tickets?

Navigate to Tickets> Open Tickets

How do I manually process an Open Ticket?

1. Look at the “Action” to see what the customer wanted to do. In the screenshot below, the customer wanted to cancel their account:

2.    Find the customer in your PoS using the information available to you on the ticket

1. 1. E.g., we know the customer’s barcode is “999999”

          b. You can click into the ticket to find the customer’s phone number and email, if available

3.     Carry out the requested action in the PoS

1. 1. I.e., in this case, you would want to cancel the customer’s membership
      
      

4.    Once you have successfully completed the requested action in the PoS, go back into     Rinsed, and select the appropriate “Resolution”

1. 1. Because this was a cancellation ticket, we’ll select “cancel processed”

5. You’re done!

Here is a video walkthrough of the open tickets tab: