A Guide To Tickets In Rinsed

An overview of the Tickets tab in the Rinsed platform and FAQs about Tickets

This video gives you a walkthrough of the entire ticket tab: 

FAQs:

• How do I navigate to Rinsed Tickets?
  • Once logged into Rinsed, you will want to click Tickets in the left-hand navigation

• What is an open ticket?

  • An Open ticket is a ticket that could not be automated, meaning that you will need to manually take the action requested in your Point of Sale.

• What is an incomplete ticket?

  • Incomplete tickets in Rinsed are tickets that are submitted where the membership is not associated with the ticket. These tickets will appear in the incomplete section in Rinsed.

• How often should I check my open tickets in Rinsed?

  • It is recommended to check the open tickets in Rinsed at least once a day, or at least once or twice a week, to ensure that all customer requests are handled promptly.

• How do I find a member in Rinsed using their email address or phone number?

  • To find a member in Rinsed using their email address or phone number, click on Customer Management > Members and search their email address or phone number. If you are unable to find the member, you can try searching using their name instead.

• What should I do if I am unable to find a member in Rinsed using their email address or phone number?

  • If you are unable to find a member in Rinsed using their email address or phone number, it is recommended to reach out to the email address or phone number provided in the ticket, and to add a note about taking this action in the ticket.

• How do I add a note in Rinsed about taking action on a ticket?

  • To add a note in Rinsed about taking action on a ticket, you can use the note section in the ticket to write down any relevant information, such as calling the member or making a follow-up. You can also include your initials in the note to indicate who took the action.

• How can I make sure that pertinent information is not lost in the note history in Rinsed?

  • To make sure that pertinent information is not lost in the note history in Rinsed, you should make sure to include all necessary details in each note, as the previous note will be overwritten when you click into the ticket and add a new note.

• How should I handle Incomplete tickets?

  • For a step by step guide, check out Processing Incomplete Tickets.

• How should I handle Open tickets?

  • For a step by step guide, check out Processing Open Tickets

• How do I view the membership and customer details for a ticket in Rinsed?

  • To view the membership and customer details for a ticket in Rinsed, click on the ticket to open it. From there, click on the customer name. Once you have opened the customer profile, you can view all tickets, text messages, and emails associated with that membership or customer.

• How can I view the history of a ticket in Rinsed, including metadata and API calls?

  • To view the history of a ticket in Rinsed, including metadata and API calls, you can access the history section at the bottom of the ticket. If the ticket is connected to your point of sale, you will be able to see the metadata and API calls associated with the ticket, which may help you understand any issues that occurred with automation attempts.

• How can I determine if no action is needed on a ticket in Rinsed?
  • To determine if no action is needed on a ticket in Rinsed, you can check the history section of the ticket to see if there are any past tickets or actions that may have already addressed the issue. If there are no past tickets or actions that are relevant to the current ticket, then you may not need to take any action.

• How can I get help with understanding metadata or other issues with tickets in Rinsed?

  • If you need help understanding metadata or other issues with tickets in Rinsed, you can use the "Chat with us" section to chat with the Rinsed team and provide them with the ticket ID and any other relevant information. You can also contact the team by emailing support@rinsed.co. The Support team will be able to assist you with understanding the metadata or resolving any other issues.

• How can I filter and search for tickets in Rinsed?

  • To filter and search for tickets in Rinsed, you can use the filters and search function provided on the Tickets page. You can filter by location, request type, and submission date, or you can search for tickets using keywords or the customer's name.

• How can I view all tickets in Rinsed, including automated, open, closed, and incomplete tickets?

  • To view all tickets in Rinsed, including automated, open, closed, and incomplete tickets, you can access the "All Tickets" section. This section will show you a list of all tickets that have been submitted to Rinsed, including ones that were automatically processed by automations and ones that are still open, closed, or incomplete.

• What are "Unsubmitted" and "System processing" tickets in Rinsed and how are they different from other tickets?

  • Unsubmitted and System Processing tickets, formerly labeled as Pending, are tickets that were initiated through the member management form but do not currently require any action. The change from "Pending" to "Unsubmitted" or "System Processing" occurred on 8/26/24. 
    • Unsubmitted = Require additional input from the customer (Ex: Customer did not finalize their cancellation, customer did not select a switch plan). 
    • System processing = Ticket is awaiting automation 

• What actions are required to be taken on pending tickets in Rinsed?

  • No actions are required to be taken on pending tickets in Rinsed. They are simply waiting for the customer, or the system, to complete their request.
  • Unsubmitted tickets will be automatically closed after 24 hours. System processing tickets will be resolved if the ticket automates successfully, or they will move to a failed state after 3 days if failed.

 Please email support@rinsed.co for any other questions!