Auto Case is a feature that allows you to set up an automatic process for creating cases from guest feedback. This is great for property teams who want to ensure that all issues are addressed promptly and with the correct department. It can also provide data on what issues are reported, how they are resolved, through which channels are these issues most often reported, and many more insights.
Auto case management can be used in a number of different ways: It can be set up to automatically create cases for guest feedback submitted via online reviews and guest surveys, or it can be used for direct cases (i.e., a guest sends an email to the hotel with a request or complaint). The process works by creating an automated task that will notify the relevant manager or team of an incoming case so that it can be actioned.
The first step is to set up a custom case numbering scheme. To do this click the pencil icon on the right hand side of your firm’s case list and select Edit Case Numbering Scheme. The window will appear where you can select your desired scheme, and then adjust the settings to your liking, such as numbering format, numbering increments, separators, and more. Once you have finished adjusting the settings click Save Case Numbering Scheme.
After you have set up a custom case numbering scheme, you can enable the automatic creation of cases for guest feedback from your website by clicking on the toggle next to auto case in Firm Settings. You can then configure the auto case rules to monitor specific keywords, such as “illness” or “cleanliness”, and the corresponding response or action.
In the event that an incoming email matches a rule in your auto case management, the system will automatically create a case for you and email you with the details of the case. When you receive the case email, it will include details such as the name of the person or team that needs to respond, a copy of the guest feedback submitted through your website, and the corresponding task that need to be completed by that individual or team.
Once you have setup your auto case management, you can assign the cases created by this to a particular user or team from within the Cases page. Simply choose the user or queue that you want to receive cases, and then click the lookup button to pick a template from which the emails will be sent. You can also use the same process for assigning cases based on other criteria, such as assignment rules. The only requirement for this is that the user or queue you are assigning to must have at least read access. This will allow them to view all case history entries for a given case. You can also specify a default case owner and an automated case user. The default case owner is the user who receives the cases if they get through all of your assignment rules without matching to another user.