In this article you will learn how to create a new case in the case management module Desk.
You can create a case in Desk associated to a survey, review or also from zero.
Create a case from a survey
You can create a case from an Onsite or FollowUp survey. From the Guests section you can create a case directly from the list of answered surveys or by opening a survey:
Create a case from a review
You can create a case from a review received in Online, for this you must go to the Reviews section:
Create a case from zero
Finally, if the hotel team has received a request, complaint or claim directly, you can open a case from scratch, where it will not be necessary for the guest to have answered a survey or left a review.
To open a case from zero, just click on the orange button with the plus (+) symbol:
Create a case
When you create a case, a window will open, where you should enter all the fields:
- Title (required): Title that will serve to understand the reason for the case.
- Case description (required): In this box you will be able to add all relevant information about the case.
- Attach file (optional): To complement the ticket information, you can attach photos, videos or files.
- Associate guest (optional): If the case was created from scratch, you can associate it to a guest, here you will see a list of the guests that are in the hotel.
- Assign responsible or team (required): In this field, the person who is creating a ticket must associate the person or team that will have to solve the case.
- Time to solve (optional): If the case must be solved in a certain time, you can select minutes, hours, days or a resolution date.
- Linked areas (required): From the list you must choose the areas to which the case is associated.
- Type of incident (required): You can choose between request, claim, suggestion, complaint, internal management or work order.
- Priority (required): You can choose between high, medium or low.
When all required fields are completed, you will be able to create your new case in Desk.
If you have any questions, you can write to support@myhotel.cl and we will be happy to help you.