To create a new ticket, click on the headset icon located in the top right hand-side of the favouritetable diary. This will open a new window that allows you to manage all tickets pertaining to your reservation system.

Creating a new ticket

Click on ADD NEW TICKET. This will open a pop-up window where you can provide the information that our support team will require in order to manage your query. The more information you provide, the quicker we can deal with your enquiry. The following information should be provided:

• Description of what the enquiry is about
• Details about what needs to be done
• The location the enquiry pertains to (for multi-site operators)
• The priority level 
• Any additional information such as a screen shot to help us understand better what you are referring to (optional)

Once all information has been provided, click on SAVE. This will automatically send us your query and a member of the support team will address that query as soon as possible.

Managing existing tickets

You can see the status of your ticket – including a full ticket history, on your Helpdesk dashboard.

You can click on any ticket to review notes or add more information if required by clicking on the Edit icon in the OPEN column.

The response and status for each ticket is clearly shown as a timeline.

Ticket Status

As we deal with your enquiry, we always ensure that you have a clear understanding of where we are at in the life-cycle of your ticket. You will automatically receive an email each time we interact with your ticket, with a status update as follows:

• PENDING We are aware of your enquiry but have not yet started working on it;
• IN PROGRESS We are currently dealing with your enquiry;
• AWAITING CUSTOMER We have referred back to you for clarification or more information to help us understand your enquiry;
• RESOLVED Your enquiry has been resolved:
• CLOSED Your ticket has been closed. This is usually left to you to close your ticket, as a confirmation that your enquiry has been dealt with fully& satisfactorily;