Tickets allow you to track and manage requests, tasks, and issues related to your guest services and property management to ensure that guest needs are addressed promptly and efficiently.
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Cloudbeds Guest Experience Tickets Overview
- Access the Tickets
page in Cloudbeds main menu
- On the main page, you can create new tasks and access existing ones, open, scheduled, and complete tickets. Learn how to manage and use your Cloudbeds Guest Experience tickets.
- In Manage Settings, you can:
- Configure ticket types:
- Tasks - Requests/Work Order
- Checklists - Admin Created Checkmark To-Do List
- Inspections - Admin Created Daily Review (Pass, Inspect, Fail)
- Configure the escalation rules (notifications, recipients, etc).
Configure Ticket Settings
Before getting started
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Assign departments to users on the Company page:
- Ensure the Cloudbeds user has been imported to Cloudbeds Guest Experience, so you can assign a department on the Cloudbeds Guest Experience Company
page. All users must have a department assigned, so the correspondent user section gets notified when their department receives a ticket. Click here for more information on departments.
- Ensure the Cloudbeds user has been imported to Cloudbeds Guest Experience, so you can assign a department on the Cloudbeds Guest Experience Company
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Manage Rooms and room groups to send tickets (optional):
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In the Rooms settings, all rooms configured in your Cloudbeds PMS will be automatically imported to Cloudbeds Guest Experience. On this page, you can create extra rooms and room groups to assign a ticket to multiple rooms. Click here to learn more.
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These rooms cannot be edited or deleted in Cloudbeds Guest Experience settings. If you want to modify any room, the update must be done directly in Cloudbeds PMS.
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If you need to create extra rooms for managing purposes (e.g., lobby, rooftop, common areas), you can do so in the room settings, and they can be edited or deleted.
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Room updates will sync once every 2 hours.
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Step 1 - Configure Tasks, Checklists or Inspections
- Access the Tickets
- In the Ticket Types tab, open the tab you want to configure: new task, checklist, or inspection.
- Click to create a new task type
- Click to import or fill out the form with the task details
- Add a task or section
- Click to save.
Step 2 - Configure ticket escalation rules
Manage ticket escalation notifications and create custom escalation rulesets.
- In the Escalation Rules tab, click to add a new escalation rule
- Fill out the rule settings details and triggers (timing, status, department, type, etc)
- Add recipients
- Click to save.
Comments
The whole ticketing system is unusable if you don't want your employees to see your financials. The permissions settings in whistle don't work so your housekeepers can see everything the admin can. I notified Cloudbeds about this over 2 months ago and there is still no fix.
You can try to set up a houskeeper account in Cloudbeds and Whistle. Then click the three-line menu and select payments: All your financials are exposed to your cleaners.
Please fix this so Whistle ticketing can be used!
Hello, Melanie Schaubhut!
Thank you so much for reaching out!
Please contact our Support Team with the corresponding details for dedicated assistance with this request. The team can take a closer look and assist as soon as possible.
Regards,
If anyone has a different “work around” regarding scheduling maids to clean rooms more than a day in advance please post it! I have been creating tickets for this too, but as an admin, when I look at the OPEN tickets, I can’t see who is assigned to each room so I have to open each ticket to get that INFO. Therefore I don’t schedule too far in advance.
Hello, Eric Brinton!
Thank you so much for reaching out and sharing your feedback.
We have already forwarded all the details provided to the dedicated team for closer review.
Kind regards!
We are trying to create engineering checklist that they can mark off each "task" as they are completed within the Checklist but you cant do it from the APP and you have to go into the browser and that is not good for on the go associates. You also can checkmark anything so what is the point of a checklist?
When I create a ticket & check list for housekeeping to clean a cabin, I enter a start & finish date & time.. why does that not reflect on the housekeepers view? They don’t see the date the room needs to be cleaned.
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