As you manage your day-to-day operations such as appointments, sales, services, financials and other business processes, you also need to deal with the issues arising out of these multiple processes.
When an employee or a guest reports an issue, if your role has the required permissions, you can create an issue manually.

Important! You can create an issue only at the center level.

To create an issue manually:

1. Ensure you are at the center level.

2. On the main menu, click the Loyalty tab.
    The Loyalty Dashboard appears.

3. On the Loyalty Dashboard, click Issue Tracking > Issue Tracking.
    The Manage Issues window opens.

4. Click Add to start creating an issue.

5. Enter the required information in the following fields:
Note: Only Name and Description fields are mandatory. Rest of the fields are optional.

  • Name: Enter the title that summarizes the issue.
    For example, Wi-Fi not working.
  • Description: Enter the description of the issue.
    For example, Unable to connect to internet.
  • Guest Name: Start entering the name of the guest. Select the name of the relevant guest from the list that appears.
  • Employee: Select the name of the employee creating the issue.
  • Category: Select the category of the issue.
    For example, General Maintenance.
    Note: For categories to appear in the list, you must have created categories at the Organization level.
    To create a category, at the Organization level, click Admin > Categories > Issues > Categories and then click Add. Enter Code, Name, and Description, click the Active checkbox, and finally click Finish
  • Sub Category: Select the sub category.
    For example, Internet.
    Note: For sub categories to appear in the list, you must have created sub categories at the Organization level and assigned the Category under which this sub category must appear.
    To create a sub category and assign it to a Category, at the Organization level, click Admin > Categories > Issues > Sub Categories and then click Add.
    Enter Code, Name, and Description, select the Issue Category (this is the category under which this sub category will appear for selection), click the Active checkbox, and finally click Finish.
  • Source: Select the source for the issue.
    For example, Employee.
    Note: For sources to appear in the list, you must have created sources at the Organization level. To create a source, at the Organization level, click Admin > Categories > Issues > Source and then click Add. Enter Code, Name, and Description, click the Active checkbox, and finally click Finish.
  • Treatment: Select the Treatment type.
    For example, Body Wax procedure.
    Note: For treatment types to appear in the list, you must have created treatment at the Organization level. To create a Treatment item, at the Organization level, click Admin > Categories > Issues > Source and then click Add. Enter Code, Name, and Description, click the Active checkbox, and finally click Finish.
  • Priority: Select the priority as follows:
    - High
    - Medium
    - Low
  • Status: Select the status as follows:
    - Open: Issue is not worked on yet.
    - Deferred: Issue resolution is put off to a later time.
    - Resolved: Issue is fixed.
    - Closed: When it is verified that the issue is resolved.
  • Owner: Select the employee who is responsible to resolve the issue.
    Note: After the issue is created, the issue owner will receive an email or text message (SMS) notification, if the Issue Create - Email and Text are set to On in Admin > Organization > Email/Texts.

6. Click Create.
     You have successfully created an issue.

See Also

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