STL CookbookHandle service tickets
Start a shift, handle and transfer service tickets in Console or Staff App, and understand assignment, alerts, and client differences.
Prerequisites
Console: Enable browser (Chrome) notifications: top-right more menu (three dots) → Settings → Privacy and security → Site settings → Notifications → Allow notifications, and add https://console.<your-domain>:443.
Staff App: Ensure system notifications are enabled so you receive service ticket and new-message alerts.
Dual-client login is not supported. When working at the front desk on a computer, stay online in Console Support; when away from the front desk for a long time, use Staff App Support. After switching clients, the other client is signed out automatically (offline). Click Reconnect to sign back in. The reverse also applies.
Steps
The steps below use an on-shift employee as the example. Choose Console or Staff App based on your work scenario.
Console
Sign in and start a shift
After signing in to Console, the support entry appears in the top-right corner. By default you are online but not on shift (yellow icon). Click the service ticket entry to complete the shift setup.
Click the shift status icon.
In the shift dialog, click Start shift.
- If there are no unresolved service tickets, you go straight to the chat window.
- If unresolved service tickets exist, choose whether to take over others' tickets:
- To take over: select the employees and their tickets you want to take over, then click Confirm.
- Not to take over: leave them unchecked and click Confirm.
After completing the shift setup, your status becomes online and on shift (green icon).
The shift dialog lets you manually select tickets to take over; the primary button is Confirm.
Do not forget to start your shift. Only after you are on shift will you receive alerts for all new messages.
Important rule: You can choose whether to take over others' tickets only when starting a shift. After you are on shift, you can no longer take over others' tickets.
View service tickets
While on shift, click the shift status icon to open the chat window directly.
- A red number on the icon means new messages; click the icon to open the chat window.
- The chat window shows only unresolved tickets assigned to me, not others' tickets.
- Tickets with unread messages show a red dot.
Start handling a service ticket
In the chat window, click the service ticket to handle and open the conversation with the guest. The conversation page shows the ticket's full history.
Use quick replies: click Quick replies below the chat input to show preset common replies; click one to send it.
View the guest profile or recent reservations:
- View profile: click the guest avatar to open the guest user detail page in a new browser tab.
- View reservation info: click Reservation to show the guest's recent reservations in this property on the conversation page; click a reservation to open its detail page in a new tab.
If the guest has no recent reservations, the Reservation button is not shown on the conversation page.
Mark issue as resolved
After communicating with the guest and confirming the issue is resolved, click Mark as resolved at the top of the conversation bar and confirm to close the ticket.
Special case: transfer to a colleague
If you cannot handle the current ticket, click Transfer at the top of the conversation bar and select a colleague from the dropdown. The transferred colleague automatically takes over the ticket and receives a browser alert.
Staff App
Sign in and start a shift
After signing in, open the Support page; by default you are not on shift.
Swipe Swipe right to start shift to switch to on-shift status.
When not on shift, the Support page shows the swipe-right-to-start-shift control; after swiping, status changes to on shift.
Do not forget to start your shift. Only after you are on shift will you receive push alerts for all new messages.
View service tickets
- The Support page shows all pending and in-progress service tickets by default (both yours and others').
- New service tickets: If you receive a new ticket while on shift, the system assigns it to you automatically.
- Historical service tickets: To continue an unfinished ticket from the previous shift, click Take over on that ticket and confirm to become the owner.
Start handling a service ticket
You can only handle tickets assigned to you.
Click the service ticket to handle and open the chat page with the guest. The full conversation history is shown automatically.
Use quick replies: preset common replies appear below the chat input; click one to send it.
Mark issue as resolved
After communicating with the guest and confirming the issue is resolved, click Mark as resolved and confirm to close the ticket.
Special case: transfer to a colleague
If you cannot handle the current ticket, click Reassign, select a colleague, and transfer. The transferred colleague automatically takes over the ticket and receives a push notification.
Result
After marking as resolved, the ticket is removed from the pending list (Console unresolved list or Staff App pending/in-progress list). After transfer or takeover, ownership updates immediately; the new owner is assigned automatically and receives a browser or push alert.
FAQ
- What is the difference between Console and Staff App?
- How are service tickets assigned?
- Can off-shift staff handle service tickets?
- How do I take over someone else's service ticket in Console?
- Are there new-message alerts?
- Is there a response-time requirement for guests?
- Can I reply from Console and Staff App at the same time?
- How do I stop being on shift?
- How do I communicate with international guests? Do I need English or another language?
- How many shift states does Console have?