Working with Tickets

This handbook is designed for staff who respond to leads and guest inquiries. It provides guidance on how to use the dashboard effectively to improve efficiency and enhance the digital guest experience.

Tickets can be found in the Unified Inbox, which is accessible to all user roles.

What you will learn:

Tickets are the cases that need follow-up action by the property staff. Sometimes, the AI Chatbot decides that a unique question is best handled by a specific team/person at the property. It could also be a question that the AI Chatbot was unable to answer, prompting the customer to leave a message.

In the Unified Inbox, you will see three main panels. To view tickets, click the ticket stub icon located at the top of the left panel.

Notes can be added, changes can be made, and you can even assign tickets to different emails based on the situation.

Tickets are assigned a status to help you keep track of inquires and requests. The available ticket statuses are listed below.

When the AI Chatbot detects a request that requires human assistance, such as group or conference bookings, lost and found, or other special inquiries, it will present the customer with a customized form to collect the relevant details. This ensures the correct information is captured and directed to the appropriate team.

Examples of forms include:

Customers have the option to provide feedback on every message using a thumbs-up or thumbs down icon. If a customer selects the thumbs down option, they can leave a comment explaining their feedback, which automatically creates a support ticket for follow-up.

You will be notified of new tickets by email. Be sure to check for messages from [email protected], and if they appear in your Spam folder, mark them as Not Spam to ensure future delivery.

To receive email or SMS notifications for a specific form or ticket type, go to Workflows > Form Builder and select + Add Notifications. You can assign different email addresses or phone numbers for each form type.

To create a form, click + Create a Form. A pop-up window will appear where you can enter the details of the form you want to add.

You will also see multiple pages, each containing its own form for a specific language.

You can create forms in various languages to support multilingual guests. We recommend setting up forms in the most commonly used languages to ensure translations are accurate and easy to understand, as real-time translation through OpenAI may not always be reliable.

The best practice is to reply to the customer directly from your usual Inbox that you use e.g. Outlook. The replies are not recorded and tracked in the Myma.ai Dashboard.

Staying on top of tickets is key to maintaining a smooth guest experience. Make it a habit to regularly check the Unified Inbox to ensure conversations are being routed and handled according to your property’s preferences. Use the insights from tickets and guest feedback as opportunities to improve your Knowledge Hub, reducing the number of missed responses over time. Finally, keep track of ticket statuses and workflows so that no request is overlooked, and every guest inquiry is followed up promptly. By actively managing these areas, you’ll ensure Myma.ai continues to save time for your team while enhancing the guest experience.