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      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 ticket in the left-hand navigation

      • What are the options for tickets in Rinsed?

        • In Rinsed, there are three options for tickets: open tickets, incomplete tickets, and all tickets.

      • What is the difference between open tickets and incomplete tickets in Rinsed?

        • The difference between open tickets and incomplete tickets in Rinsed is that open tickets are tickets that came into Rinsed where automations were not able to run, while incomplete tickets are tickets that are submitted where the membership is not associated with the ticket.

      • How often should I check the 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 nothing is stuck in the open tickets for too long.

      • What are incomplete tickets in Rinsed?

        • 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 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, you can go to the member search and enter 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 do I move a ticket from the incomplete tickets section to the open tickets section in Rinsed?

        • To move a ticket from the incomplete tickets section to the open tickets section in Rinsed, you will need to edit the ticket to include the correct barcode or membership information. Once you have added this information, click the "update ticket" button to move the ticket to the open tickets section and allow automations to be run.

      • How do I close a ticket in the incomplete tickets section in Rinsed?

        • To close a ticket in the incomplete tickets section in Rinsed, you can click the "close" button to remove the ticket from the incomplete tickets section and mark it as a closed ticket.

      • 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, you can click on the membership or customer information in the ticket to access the member or customer detail, where 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 manually process a ticket in Rinsed that has failed automation attempts?

        • To manually process a ticket in Rinsed that has failed automation attempts, you can go to the resolution section of the ticket and select the appropriate resolution type. Some resolution types have an email symbol next to them, indicating that they will send the same email as if the ticket had been automated. You can then click the "process" button to manually process the ticket and send the email.

      • 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. The 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!