Reporting problems
Report a fault from WhatsApp, from a housekeeping message or on the maintenance desk, and how duplicates are handled.
Anyone on your team can report a problem. There are three ways, and they all make the same kind of ticket.
From WhatsApp
Say what is wrong and where. Type it or send a voice note.
| Send | Result |
|---|---|
AC leaking in 305 | A ticket for room 305 |
TV not working in 210 | A ticket for room 210 |
report lobby light broken | A ticket with no room |
What counts as a problem
Without the word report in front, the message must say something is wrong: leaking, broken, not working, not cooling, won't lock, and so on. This keeps ordinary requests from becoming tickets.
- "close the window in 305" is not a ticket.
- "key card for 305" is not a ticket.
- "problem solved" or "maintenance done" is never a ticket.
If ChatBeds isn't sure, it asks: "Is something broken in room 305?"
For a problem with no room, such as in the lobby or the car park, start with report.
From a housekeeping message
Housekeepers can mention a problem when they report a room, starting with the room number:
A message like 305 AC leaking (room first, no status) opens a ticket without changing the room's cleaning status. See Cleaning from WhatsApp.
On the dashboard
Open the desk
Go to Maintenance in the menu. The report form is at the top.
Describe it
Type What is wrong, for example "AC leaking".
Room and priority
Pick the Room, or No room. Leave Priority: guess to let ChatBeds decide, or choose Urgent, High, Normal or Low.
Report
Click Report. The ticket appears under Open tickets.
Anyone signed in can see the desk and report a problem.
The same problem twice
If someone reports a problem of the same category in the same room while a ticket for it is open (within a day), ChatBeds adds the report to that ticket instead of opening another. The ticket notes "Also reported by" and the person's words.
So if a housekeeper and the front desk both report one leak, there's one ticket. If the second report is more urgent, the ticket becomes urgent.
Damaged items: stock or maintenance?
damaged 1 chair in 305 names no stock item and ends in a room, so it becomes a maintenance ticket. damaged 2 towels names a stock item, so it's recorded in stock. See Using and counting stock.
Seeing tickets in WhatsApp
| Send | You get |
|---|---|
MT-1047 | One ticket, its status and who reported it (anyone can send this) |
tickets | All open tickets (maintenance team, GM, owner, front desk manager, housekeeping supervisor) |
Next: Working tickets.
Still need help?