Case Details
To get more context on a guest complaint, click the dropdown arrow beside any Case ID. This expands the case and reveals a detailed view with the most recent activity and feedback.
Here’s what you’ll see:
Case timeline – A timestamped list of updates (e.g. when the priority changed, status updates, and messages sent)
Guest sentiment – The category of complaint, guest’s NPS score, and specific issue (e.g. “Food and drink items – NPS 2/5”)
Guest comments – Feedback from the guest
Open case – A button to open and manage the full case
Opened Full Case View
When you click "Open case" on a guest complaint, you’ll see a detailed view where you can manage the entire recovery process from start to finish.
Here’s what you’ll find:
Guest info – Name, email, and complaint status appear at the top, along with priority and assignee details.
Edit case details – Use the pencil icon in the top right to update the case's status, priority level, or assign it to a specific team member. Keeping these fields updated helps everyone stay aligned.
Case chat – A running thread of all guest communication, including messages sent and received. This is where you can respond directly via email.
Status and priority history – See when the case was created, when priority was updated, and how the status has changed over time.
Notes, review info, and related cases – Additional tabs allow you to track internal notes, view survey responses, and link related issues from the same guest.
Use this space to personalise your response, keep records up to date, and ensure clear communication with your team and the guest. Once a resolution is reached, you can close or archive the case depending on the outcome.
Edit case details
When editing case details using the pencil icon, you’ll be able to update the following:
Status options:
New – no action taken yet
In progress – being worked on
Recovered – successfully resolved with the guest
Lost – recovery attempt was unsuccessful
Closed – manually marked complete
Archived – removed from active workflow
Priority levels:
High – urgent attention needed
Medium – important but not critical
Low – lower priority, may not require immediate action
Keeping these fields updated helps you track progress accurately and ensure the right cases get the right attention.
Next: Replying to customers