TickeTrack

Report a problem and follow it until it is fixed

TickeTrack is the one place to report something broken, from a register to a leaking sink. Your organization decides who handles each kind of problem. TickeTrack is switched on per organization, so you only see it if yours uses it.

Reporting a Problem

A minute to tell the right people

Who can use this: anyone whose role includes a Submit permission for at least one category: Tech Support, Maintenance, Equipment, Ordering, Accounting or Human Resources. If none is on, you see "You can't submit tickets yet".

Open TickeTrack and tap Submit New Ticket +.
If you can report to more than one category, choose one. A category is a kind of problem, such as Tech Support or Maintenance.
Under What do you need help with?, pick the area, then under What's happening? pick the closest match.
Choose the Location and check Reported by. Then answer the questions: what's wrong, when it started and a number to reach you.
Answer Is this stopping you from serving guests? A Yes marks the ticket urgent, and urgent tickets are sent first.
If a photo or PDF will help, tap Attach Photo or PDF.
Tap Submit Ticket.

Best practiceSay what you see, not what you think is wrong: "Register 2 screen is black, power light is on". Add a photo of any error message. It saves a round of questions.

Attachment limitsUp to 3 files at a time, 10 MB each, and 20 files on one ticket. Use a photo, a PDF or a plain text file.

Heads upSome reasons show a short note first, such as "Call your internet provider first". Read it before you submit; it may fix the problem faster.

Following Your Ticket

See where it stands

Who can use this: the person who reported it. You see the tickets you reported.

Your tickets are on the TickeTrack front page. Use Open, Closed and All to filter. Each ticket shows its category, its status, when it was last updated, and a tag such as New reply or Waiting on you when it is your turn.

Tap a ticket to open it. You see everything that has happened, oldest first, including what you submitted.
To add information, type in the box at the bottom, attach a photo if you need to, and tap Send Reply.

You also get an email when someone replies, when a ticket is marked fixed, when it needs something from you, and when it closes.

Heads upA ticket marked Confidential (Accounting or Human Resources) can only be opened by you. The emails about it name the category but never the details, so open the ticket in TickeTrack to read them.

Tap the i button at the top of the Tickets and New Ticket pages for a short explanation of that page.

Heads upIf the company handling your ticket was emailed and the email didn't go through, you see a message with a Send Again button. If it still fails, use the contact shown on the ticket.

When It Is Fixed

Close it, or say it's not

Who can use this: the person who reported it.

When a handler marks your ticket fixed, you are asked Is the issue resolved?

Yes, It's Fixed: choose who fixed it (the vendor, you or not sure), give a star rating if you like, add a note, and the ticket closes.
No, It's Still Broken: tell them what's still wrong and the ticket goes back to being worked.

You can also close your own ticket at any time with Ticket Resolved. If you give a 1-star rating, you are asked whether to keep the ticket open, and keeping it open needs a reason.

It closes itselfA ticket marked fixed that nobody answers for 7 days closes automatically, and both sides are told. A ticket waiting on someone for 3 days gets one reminder email.

Your Location's Tickets

See what everyone at your Location reported

Who can use this: people whose role includes Location Access. They see tickets for their Assigned Locations, one Location at a time.

With Location Access you get two tabs: My Tickets and a tab named for your Location, such as Store 12's Tickets. Tap the Location's name to open its tickets. If you have more than one Location, tap the arrow beside the name to choose another one. You can read each ticket and reply as a participant. You can't change a status or assign it unless you also work that category's tickets.

Heads upAccounting and Human Resources tickets are confidential. They never appear in a Location's list. Only the person who reported one can open it, and it is marked Confidential in their My Tickets list. The vendor your organization chose for that category receives it by email.

For Handlers

Working the tickets sent to your team

Who can use this: people whose role includes a Work permission for a category, for example Work: Tech Support tickets. To list tickets other people reported they also need Location Access.

Open TickeTrack and tap your Location's name. Use All or Assigned to Me to narrow the list.
Open a ticket. Choose Reply to Requester to write to the person who reported it, or Internal Note for something only your team sees.
Use Change status… to move the ticket along and Assign… to give it to a teammate or set it to Unassigned.
Tap Send Reply. Attach a photo or PDF if needed.

Accounting and Human Resources tickets are not worked inside TickeTrack. Only the person who reported them can open them, so the work happens with the vendor by email.

Some categories are handled by an outside vendor, such as an IT company. TickeTrack emails them the ticket, and their replies are added to it. A reply that can't be matched safely is held for an administrator to review instead of being added. See the BashKPI Hub guide.

What the Statuses Mean

Seen on every ticket

Open

Received and not started.

In progress

Being worked. It may say With vendor or Scheduled.

Waiting

Paused for something. Waiting on you is the reporter's turn, and it may also be waiting on the vendor or on parts.

Resolved

Marked fixed. The reporter is asked to confirm.

Closed

Finished. A closed ticket stays in Closed and All.

Urgent

Shown beside the status when the ticket is stopping service. Urgent tickets are sent first.

Who Can Do What

Set by your role

TickeTrack has three separate kinds of access. Submit lets you report to a category. Work lets you handle a category's tickets (not Accounting or Human Resources tickets, which only the person who reported them can open). Location Access lets you see everyone's tickets at your Locations. An administrator turns each on in BashKPI Hub under Roles, in the TickeTrack tab, or for one person under Users. If TickeTrack is missing from My Apps, your organization may not use it yet, or your role doesn't include it. See why something might be missing.

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